CX Tooling Engineer

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

📋 Description

• Design, configure, test, and sustain Zendesk architecture and its extensibility, encompassing business rules, routing, permissions, applications, integrations, and workflow automation.

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

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

• Facilitate approved AI-driven chat, voice, email, and agent-assist workflows, ensuring eligibility, verification, escalation, human handoff, fallback, access control, privacy, and auditability safeguards.

• Design scalable, reliable, secure, maintainable, and accessible solutions that comply with approved privacy and regulatory standards, including PHI and PII controls.

• Monitor platform and workflow performance, investigate routing defects and integration failures, conduct root cause analysis, and implement corrective measures.

• Develop scalable tools, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced partners, and 24/7 operations.

• Collaborate with Product, Engineering, Data, Security, Legal, Compliance, and operations stakeholders to convert requests into technical specifications and verify outcomes.

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

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

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

• Achieve reliability and successful execution targets, minimize defects and manual effort, and enhance routing accuracy, response time, resolution time, capacity, reliability, or cost per interaction.

⛳️ Requirements

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

• Practical experience with Zendesk configuration and architecture.

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

• Experience in configuring IVR 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.

• Experience in building or maintaining production workflows using Tray.ai, Workato, or similar platforms.

• Proven ability to troubleshoot production issues and identify underlying technical or process-related causes.

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

• Capability to translate operational needs into clear technical requirements and maintainable solutions.

• Excellent written and verbal communication skills, including the ability to document technical information and communicate effectively with both technical and non-technical stakeholders.

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

• Sound judgment regarding platform governance, standardization, access controls, and maintenance impact.

• Educational qualifications are optional; no specific educational credentials are required.

🏝️ Benefits

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

• One Medical accounts are available for employees and their dependents.

• HSA and FSA plans, with Spring contributing up to $1,000 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 employees and their dependents.

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

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

• Access to the Noom weight management program.

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

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

• 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.