CX Tooling Engineer
Core
Design, build, and operate systems powering customer experience and support operations at scale for a global mental health platform.
Role type
Senior IC CX Tooling Engineer
Builds
Zendesk architecture, Amazon Connect contact center infrastructure, Tray.ai workflows, and AI-enabled support integrations
Domain
Mental health technology / Customer Experience / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Zendesk configuration and architecture, enterprise contact-center platforms (Amazon Connect, Talkdesk, Genesys), workflow automation (Tray.ai, Workato), REST APIs and webhooks, production troubleshooting, monitoring and error handling, system integration, technical documentation
Preferred skills
Zendesk Apps Framework (ZAF), custom objects and events, intelligent triage, action flows
Technologies
Zendesk, Amazon Connect, Tray.ai, Workato, REST APIs, JSON, webhooks
Responsibilities
Design and maintain Zendesk architecture including forms, triggers, automations, and routing logic; Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect; Design cross-system workflows in Tray.ai using APIs and data transformation; Support AI-enabled chat, voice, and agent-assist workflows with eligibility rules and safeguards; Monitor platform health and implement corrective actions for routing defects and integration failures; Coordinate with vendors and partners on technical requirements and delivery quality
Seniority
Senior, hands-on IC
