CX Automation Engineer: AI-Driven Support Ops

Harvey; California (MO); On-site; USD 124,000 - 185,000; Full time

Job summary

Harvey is seeking a CX Operations Engineer to design and scale AI-assisted tooling that improves how support teams triage, research, and resolve tickets. You will own the automation layer, integrations, and reporting, partnering with Data and Enablement teams to boost agent productivity and customer outcomes.

We value hands-on engineers with a track record of shipping AI workflows in production, Zendesk expertise, and the ability to translate technical decisions for leadership.

Qualifications

• 5-7+ years of experience in CX operations or CX tooling in an AI-forward environment
• Demonstrated track record of shipping AI-assisted workflows and automation in live support environments
• Deep hands-on experience with AI tooling in the CX space: LLM-powered copilots, RAG systems, agent assist platforms
• Expert-level familiarity with support platforms (Zendesk strongly preferred), including APIs and integration layers beyond out-of-the-box configuration
• Built and owned reporting systems end-to-end
• Strong operational intuition: experience with support teams and understanding agent friction

Responsibilities

• Design, build, and maintain AI-assisted tools that improve how support specialists triage, research, and resolve tickets; including agent-facing copilots, knowledge surfacing tools, and response assist features
• Own the automation layer across the support stack, building custom integrations, cross-tool workflows, and solutions beyond Zendesk
• Partner with Data team to build and maintain reporting infrastructure for real-time and historical visibility into volume, quality, efficiency, and trends
• Identify manual or repetitive agent workflows and architect automated or AI-assisted alternatives that reduce friction without sacrificing quality
• Collaborate to integrate tooling improvements into agent training and knowledge surfacing in the moment of need
• Collaborate with administrators to ensure automation and AI initiatives are cleanly implemented within the core support stack
• Partner with leads owning Zendesk features; you own what's built beyond it
• Evaluate new tools, run pilots, and provide data-driven recommendations to leadership
• Document systems, integration logic, and automation workflows for maintainability as the org scales

Skills

CX operations

AI tooling

Zendesk

APIs

Reporting systems

LLM copilots

Tools

Zendesk

APIs

Integrations

Job description

Harvey is seeking a CX Operations Engineer to design and scale AI-assisted tooling that improves how support teams triage, research, and resolve tickets. You will own the automation layer, integrations, and reporting, partnering with Data and Enablement teams to boost agent productivity and customer outcomes.

We value hands-on engineers with a track record of shipping AI workflows in production, Zendesk expertise, and the ability to translate technical decisions for leadership.