CX Tooling Engineer

Springhealth; United States; À distance; USD 120 000 - 180 000; Plein temps

Résumé du poste

Springhealth is seeking a remote, full-time role reporting to the Senior Manager of Tooling Management. You will design and maintain Zendesk architecture, build contact-center flows with Zendesk and Amazon Connect, and integrate Tray.ai across systems to support AI-enabled workflows.

Occasional on-site team events may be requested. You will collaborate with Product, Engineering, Security, and Compliance to ensure scalable, secure tooling with clear data boundaries and auditability.

Responsabilités

• Design, configure, test, and maintain Zendesk architecture and extensibility.
• Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect.
• Design, build, and maintain cross-system workflows in Tray.ai using APIs and webhooks.
• Support approved AI-enabled chat, voice, email, and agent-assist workflows with proper controls.
• Design solutions with clear data flows, dependencies, and security considerations.
• Monitor platform health, investigate routing defects, and implement durable fixes.
• Build scalable tooling and integrations for global launches and round-the-clock operations.
• Coordinate with stakeholders to translate requests into technical requirements and validate outcomes.
• Deliver production changes with testing, rollback, and runbook documentation.

Outils

Zendesk

Tray.ai

Amazon Connect

APIs

Description du poste

This is a full-time, remote position reporting to the Senior Manager of Tooling Management. No regular travel is required; occasional travel for team and company onsites may be requested.

What you’ll do

• Design, configure, test, and maintain Zendesk architecture and extensibility, including forms, fields, triggers, automations, service-level agreements, skills, queues, views, permissions, applications, routing logic, custom data structures, integrations, and workflow automation.
• Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect, including contact flows, queues, routing profiles, phone numbers, recording, voicemail, after-hours behavior, overflow, crisis routing, and escalation paths.
• Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, document-processing services, and controlled system writeback.
• Support approved AI-enabled chat, voice, email, and agent-assist workflows by implementing eligibility rules, intent capture, verification, ticket creation, escalation, human handoff, fallback behavior, access controls, data-minimization or redaction controls where required, auditability, and operational safeguards.
• Design solutions with clear system boundaries, dependencies, data flows, and failure modes, considering scalability, reliability, security, maintainability, accessibility, and approved privacy and regulatory requirements, including requirements related to PHI, PII, recording, retention, and regional regulations.
• Monitor platform and workflow health, investigate routing defects, hidden or stale work, status conflicts, integration failures, and reporting gaps, and use operational data and root-cause analysis to implement durable corrective actions.
• Build scalable tooling, permissions, routing, integrations, and service-transition controls that support global launches, specialized teams, outsourced support partners, and round-the-clock operations, replacing brittle or duplicative configurations with standardized and reusable patterns where practical.
• Support centralized tooling intake and partner with Product, Engineering, Data, Security, Legal, Compliance, and operational stakeholders to clarify business impact, translate requests into technical requirements, identify dependencies and risks, estimate effort, define acceptance criteria, and validate outcomes.
• Coordinate with platform vendors and implementation partners on technical requirements, sequencing, dependencies, testing, issue escalation, and delivery quality, while communicating technical decisions, risks, and tradeoffs clearly to technical and nontechnical stakeholders.
• Deliver production changes with appropriate testing, monitoring, logging, alerting, validation, rollback, and recovery procedures, and maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards.