CX Automation Lead: AI-Driven Customer Operations

Ziina; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Ziina is seeking a CX Specialist — Operations Automation to lead Level 2/3 CX automation initiatives. You will audit AI-driven conversations, identify failure patterns, and transform them into scalable automation across integrations, guidance, and escalation.

You will own a prioritized automation backlog, scope data connectors, and design AI-driven actions for repetitive tasks. Collaboration with Product, Eng, Compliance, and Knowledge & VoC is essential to deliver measurable improvements.

Qualifications

• Experience leading CX automation projects and initiatives.
• Ability to translate customer issues into scalable automation.
• Strong collaboration with product, engineering, and compliance teams.

Responsibilities

• Lead and support Level 2 and Level 3 CX specialists, guiding day-to-day work.
• Audit AI-handled conversations to identify failure patterns and opportunities.
• Build and prioritise an automation backlog based on impact, CSAT, and risk.
• Scope data connectors needed for AI to resolve conversations, in collaboration with Eng/Prod.
• Design safe AI-run actions for repetitive, low-judgment tasks.
• Automate CX workflows using Claude, n8n, Zapier; include escalations and dashboards.
• Maintain automations with safeguards for fraud and compliance.
• Partner with Product, Engineering, Compliance and Knowledge & VoC; present priorities and forecasts at reviews.

Skills

Analytical thinking

Systems thinking

People leadership

Problem solving

Workflow design

Data-driven mindset

Tools

Claude

n8n

Zapier

Retool

APIs

Workflow builders

Job description

As a CX Specialist — Operations Automation at Ziina you will:

• Lead and support Level 2 and Level 3 CX specialists, providing day-to-day guidance, removing blockers, and coordinating project work to ensure priorities are delivered effectively.

• Audit AI-handled conversations across priority customer journeys, identify recurring failure patterns, and turn them into concrete opportunities across Integrations, Guidance & Escalation, Content, and Automated Actions

• Build and maintain a prioritised automation backlog, using customer impact, frequency, CSAT signals, effort, and risk to decide what gets worked on first

• Scope and validate the data connectors AI needs to resolve more conversations independently, partnering with Engineering and Product on integrations such as transaction status, wallet balance, KYC/KYB status, card status, delivery tracking, bank processing times, and disputes

• Identify repetitive, low-judgment actions agents perform after escalation and design safe ways for AI to execute them directly through automated customer journeys or API-triggered actions

• Automate internal CX workflows using tools such as Claude, n8n, and Zapier, including escalation routing, handoffs, status updates, reporting, and dashboard refreshes

• Maintain and troubleshoot automations as processes evolve, with clear safeguards for fraud, compliance, and other high-risk workflows

• Partner with Product, Engineering, Compliance, and Knowledge & VoC to turn recurring support problems into scalable fixes, and present priorities, performance, and demand forecasts at WBRs and QBRs

Key skills and characteristics

• You're highly analytical and can turn messy conversation-level data into clear patterns, priorities, and buildable solutions

• You think in systems: when you see a recurring customer issue or repetitive agent task, your instinct is to understand the root cause and automate it

• You're comfortable working with tools such as Claude, n8n, Zapier, Retool, APIs, and workflow builders, and can collaborate closely with Engineering without needing to be a software engineer

• You can take an ambiguous operational problem and turn it into a clearly scoped workflow, connector, automation, or product requirement

• You understand how to design logic-heavy workflows with triggers, conditions, routing rules, fallbacks, and escalation paths

• You balance automation with judgment, knowing what can be fully automated, what needs human review, and where fraud, compliance, or customer risk requires extra care

• You care about measurable outcomes and can connect the work you ship to metrics like AI deflection, CSAT, escalation rate, handling time, and frontline capacity

• You’re a strong people leader who can develop Level 2 and Level 3 specialists through regular coaching, feedback, and support, helping them build their skills, take ownership of projects, and grow toward greater responsibilities.

What would amaze us

• You've built customer support or operations automations using tools such as Claude, n8n, Zapier, Retool, or similar platforms

• You've worked directly with APIs, webhooks, data connectors, or internal tools to automate operational workflows

• You've used AI agents or LLM-based tools in production and improved their resolution, deflection, or CSAT performance

• You’re AI-driven and constantly looking for the latest AI updates, innovations, and tools

• You've analysed large volumes of support conversations and turned recurring patterns into product, process, or automation improvements

• You've designed workflows where AI can safely take actions on behalf of a customer, rather than only answering questions

• You've worked in fintech, payments, banking, or another environment where automation needs to account for fraud, compliance, and financial risk

• You can point to measurable improvements in deflection, CSAT, escalation rate, response time, or operational capacity driven by automation