CX Tooling Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, configure, test, and maintain the architecture and extensibility of Zendesk.

• Build and manage contact-center infrastructure utilizing Zendesk Contact Center and Amazon Connect.

• Create, develop, and sustain cross-system workflows in Tray.ai, employing APIs, webhooks, authentication, conditional logic, data transformation, and controlled system writeback.

• Support authorized AI-enabled chat, voice, email, and agent-assist workflows.

• Design solutions that clarify system boundaries, dependencies, data flows, and failure modes while taking scalability, reliability, security, maintainability, accessibility, privacy, and regulatory requirements into account.

• Monitor platform and workflow performance, investigating routing defects, stale work, status conflicts, integration failures, and reporting gaps.

• Implement durable corrective actions based on operational data and root-cause analysis.

• Develop scalable tools, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced support partners, and continuous operations.

• Assist in centralized tooling intake and convert business needs into technical specifications.

• Identify dependencies and risks, estimate efforts, define acceptance criteria, and validate results.

• Coordinate with platform vendors and implementation partners regarding technical specifications, testing, issue escalation, and delivery quality.

• Articulate technical decisions, risks, and trade-offs to both technical and nontechnical stakeholders.

• Execute production changes with testing, monitoring, logging, alerting, validation, rollback, and recovery protocols.

• Maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards.

⛳️ Requirements

• A minimum of 3 years of experience in administering, engineering, or operating customer experience, contact-center, workflow, automation, and integration platforms within a production setting.

• Practical experience with Zendesk configuration and architecture, including business rules, forms, fields, routing, permissions, applications, integrations, or similar platform capabilities.

• Familiarity with an enterprise contact-center platform, such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, Twilio Flex, or a comparable system.

• Experience in configuring interactive voice response or contact flows, queues, routing logic, phone numbers, recording, voicemail, overflow, after-hours, or escalation behavior.

• Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools.

• Proficient in building or maintaining production workflows using an integration, automation, or orchestration platform like Tray.ai, Workato, or a similar platform.

• Experience in troubleshooting production issues and identifying underlying technical or process causes.

• Understanding of monitoring, error handling, retry behavior, fallback design, recovery procedures, and production change management.

• Ability to translate operational requirements into clear technical specifications and maintainable solutions.

• Strong written and verbal communication skills, including the ability to create technical documentation and communicate effectively with both technical and nontechnical audiences.

• Capability to independently manage assigned tasks, navigate ambiguity, and proactively raise risks or dependencies.

• Sound judgment regarding platform governance, standardization, access controls, and the maintenance impact of technical decisions.

• Nice to have: advanced capabilities in Zendesk development and extensibility, Tray.ai or Workato experience, AI-enabled support platforms or LLM services, multi-country or round-the-clock contact-center infrastructure, knowledge of privacy and telecommunications requirements, DocuSign or document processing experience, regulated-environment experience, infrastructure as code, automated testing, configuration version control, incident response, root-cause analysis, observability, or reliability engineering.

🏝️ Benefits

• Health, Dental, and Vision benefits commence on your first day at Spring.

• One Medical accounts available.

• HSA and FSA plans, with Spring contributing up to $1K for HSAs, depending on the plan type.

• Employer-sponsored 401(k) match of up to 2%.

• Annual allotment of no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.

• Competitive paid time off policies, including vacation, sick leave, and company holidays.

• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months of tenure.

• Access to Noom for wellness support.

• Fertility care support provided through Carrot, plus a $4,000 reimbursement for related fertility expenses.

• Access to Wellhub for fitness, mindfulness, nutrition, and sleep resources.

• Access to BrightHorizons-sponsored child care, back-up care, and elder care services.

• Up to $1,000 Professional Development Reimbursement annually.

• $200 per year in donation matching.

• Equity options available.