CX Operations Engineer

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

Why Harvey

At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.

Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.

At Harvey, the future of professional services is being written today — and we’re just getting started.

Role Overview

Harvey's support org is growing fast, and keeping our specialists equipped to handle an increasingly complex product requires more than good processes, it requires smart tooling. We're looking for a CX Operations Engineer who has built this before and can hit the ground running.

Reporting to the CX Operations Manager, you'll own the automation infrastructure, AI-assisted workflows, and reporting systems that make our specialists faster and more effective. Working alongside the Support Systems Administrator (platform infrastructure and config) and the CX Operations Lead (Zendesk-native features including Copilot and Chatbot), your lane is everything built on top of or extending beyond that foundation, custom integrations, cross-stack automation, and the technical layer that connects it all.

This role is for someone who deeply understands CX operations, has a track record of building AI and automation tooling in production environments, and is energized by making support and human agents better.

What You'll Do

• 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 that extend beyond what Zendesk natively offers

• Partner with Data team to build and maintain reporting infrastructure that gives the support org 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

• Partner with the Support Enablement Lead to integrate tooling improvements into how agents are trained and how knowledge is surfaced in the moment of need

• Collaborate with the Support Systems Administrator to ensure automation and AI initiatives are implemented and maintained cleanly within the core support stack

• Partner closely with the Support Systems Administrator and CX Operations Lead — they own the Zendesk platform and its native features; you own what's built beyond it

• Evaluate new tools, run structured pilots, and bring recommendations to leadership with clear rationale and data

• Document systems, integration logic, and automation workflows to ensure maintainability as the org scales

What You Have

• 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 support/CX space: LLM-powered copilots, RAG systems, agent assist platforms, and how to deploy them responsibly at scale

• Expert-level familiarity with support platforms (Zendesk strongly preferred), including working with APIs and integration layers beyond out-of-the-box configuration

• Built and owned reporting systems end-to-end

• Strong operational intuition: you've worked in or alongside support teams and understand what agent friction actually looks like

• Clear communicator who can translate technical decisions for non-technical stakeholders and leadership

Compensation

$124,000 - $185,000 USD

Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].

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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [e-mail]