CX Automation & AI Engineering Lead

Telegram Open Network; Italia; Remoto; EUR 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

A leading technology organization in Italy seeks a CX Automation & AI Engineering Lead. This role focuses on designing and implementing scalable support systems and intelligent automation. Candidates should have strong experience in backend development, AI tool integration, and system architecture. Join to enhance customer experiences across digital and community channels.

Competenze

• 4-8 years in backend development or platform engineering roles.
• Experience building production-grade automation systems for support, CX, or operations.
• Familiarity with identity systems (SSO, OAuth, KYC integrations).
• Experience with Web3 environments or blockchain customer ecosystems is a strong plus.

Mansioni

• Architect and implement automation workflows to reduce manual load and improve response times.
• Build, deploy, and optimize AI-powered chatbots and virtual agents.
• Integrate APIs across support platforms and back-end systems.
• Organize and index knowledge assets to power AI tools.
• Ensure system scalability, security, and maintainability.

Conoscenze

Backend development

AI tool integration

System architecture

Excellent English communication skills

Strumenti

Java

JavaScript (Node.js)

TypeScript

Python

AWS

Docker

GitHub Actions

Terraform

PostgreSQL

Redis

MongoDB

Grafana

Datadog

Sentry

Zendesk

Intercom

Salesforce Service Cloud

Descrizione del lavoro

What we're looking for

CX Automation & AI Engineering Lead will lead the design and implementation of scalable support systems and intelligent automation. This role requires fluency in backend development, AI tool integration, and system architecture to power exceptional customer experiences across digital and community channels.

Responsibilities

• Architect and implement automation workflows to reduce manual load and improve response times.
• Build, deploy, and optimize AI-powered chatbots, virtual agents, and agent-assist tools.
• Integrate APIs across support platforms (Telegram, X, GitHub, etc.) and back-end systems.
• Organize and index knowledge assets to power AI tools and self-service capabilities.
• Ensure system scalability, security, and maintainability for global, high-volume use.

Qualifications

• Excellent English communication skills
• Languages: Java, JavaScript (Node.js); TypeScript, Python (optional).
• Frameworks: Express.js, Spring Boot, FastAPI
• AI/ML: Experience with LLM APIs (e.g., OpenAI, Anthropic), vector databases, prompt engineering
• Automation & Integration: Zapier, Retool, custom API orchestration, webhooks
• Infrastructure: AWS (Lambda, API Gateway, DynamoDB), Docker, GitHub Actions, Terraform (bonus)
• Databases: PostgreSQL, Redis, MongoDB
• Monitoring & Observability: Grafana, Datadog, Sentry
• Support Stack: Zendesk, Intercom, Salesforce Service Cloud (preferred)

Preferred Qualifications

• 4-8 years in backend development or platform engineering roles.
• Experience building production-grade automation systems for support, CX, or operations.Familiarity with identity systems (SSO, OAuth, KYC integrations).
• Experience with Web3 environments or blockchain customer ecosystems is a strong plus.