CX Automation Lead: AI-Driven Customer Operations

Ziina

Dubai

On-site

AED 180,000 - 300,000

Full time

14 days+

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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.