Remote AI CX Automation Lead | Ownership & Bonus

Harza Group; United States; Remote; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Wellness stipend

Performance bonus structure

Paid time off

Sick leave

Parental leave

Job summary

Harza Group is hiring for a remote CX automation engineer to own AI agents that resolve customer conversations autonomously, with a focus on reducing human workload. You will design prompts, knowledge bases, and guardrails, integrating with our helpdesk, telephony and order systems via APIs.

You will also automate repetitive CX tasks and build self-updating dashboards to monitor performance. This role emphasizes practical engineering over prototyping, with strong emphasis on independence and

Qualifications

• Built and shipped an AI agent, LLM application or automation in production.
• Proficient in Python and REST APIs, with reliable code.
• Hands-on LLM experience via API, including prompts, tool calling and evals.
• Understands how a CX/support operation works, incl. tickets, escalations and refunds.
• Capable of independent decision-making and presenting causes, options and recommendations.

Responsibilities

• Own AI agent infrastructure for customer support, including prompts, knowledge base and flow design.
• Develop internal process automation across support, quality review and reporting.
• Build automated CX dashboards pulling data from helpdesk, telephony and order systems via APIs.

Skills

AI agent development

Python programming

LLM API usage

REST APIs

Decision making

Tools

Richpanel

Aircall

Yuma

Shopify

Checkout Champ

Job description

Harza Group is hiring for a remote CX automation engineer to own AI agents that resolve customer conversations autonomously, with a focus on reducing human workload. You will design prompts, knowledge bases, and guardrails, integrating with our helpdesk, telephony and order systems via APIs.

You will also automate repetitive CX tasks and build self-updating dashboards to monitor performance. This role emphasizes practical engineering over prototyping, with strong emphasis on independence and