CX Automation Lead — AI-Driven Support Ops

Ziina

Dubai

On-site

AED 167,000 - 234,000

Full time

5 days ago

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Job summary

Ziina in Dubai is seeking a CX Specialist — Operations Automation to design, implement and maintain AI-powered customer-experience automations. You will audit AI conversations, build automation backlogs, and collaborate with Engineering, Product and Compliance to resolve recurrent issues with measurable impact.

You will work with Claude, n8n, Zapier, Retool and APIs to automate workflows while ensuring fraud and compliance safeguards.

Qualifications

You are highly analytical and can turn messy conversation-level data into clear patterns and priorities.
You think in systems and automate recurring issues end-to-end.
You are comfortable with tools like Claude, n8n, Zapier, Retool and can work with Engineering.
You can scope ambiguous operational problems into clear workflows and requirements.

Responsibilities

Audit AI-handled conversations and identify recurring failure patterns to optimize automation across integrations and content.
Build a prioritized automation backlog using impact, frequency, CSAT signals and risk.
Collaborate with Product, Engineering and Compliance to turn support problems into scalable fixes.
Maintain automations with safeguards for fraud and high-risk workflows.
Design safe AI-driven actions and escalation paths in customer journeys.