Remote CX Tooling Engineer for AI-Driven Support

Rainfall Ventures

United States

Remote

USD 120,000 - 180,000

Full time

2 days ago

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Benefits offered by this job

Health, Dental, Vision benefits

401(k) match

Paid time off and holidays

Parental leave

Job summary

Spring Health is hiring a CX Tooling Engineer to design, build, and operate scalable customer-experience systems. You will configure Zendesk, connect Amazon Connect, Tray.ai, and other platforms, and implement AI-enabled workflows with strong governance and security.

You will collaborate with Operations, Product, Engineering, Data, Security, Legal, and external partners to translate business needs into durable technical solutions, supporting a fully remote, global team.

Qualifications

3+ years of experience administering, engineering, or operating CX and workflow platforms.
Hands-on experience with Zendesk configuration and architecture.
Experience with enterprise contact-center platforms (e.g., Amazon Connect, Zendesk, Talkdesk, Genesys).
Knowledge of REST APIs, webhooks, JSON, authentication, and data transformation.
Ability to translate operational needs into technical requirements.

Responsibilities

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 using Tray.ai and APIs.
Support AI-enabled workflows with eligibility rules, verification, and escalation.
Define scalable solutions with data flows, security, and regulatory considerations.
Monitor health, investigate defects, and implement durable corrective actions.
Develop tooling, permissions, routing, and integrations for global launches.
Coordinate with stakeholders to clarify requirements and validate outcomes.
Communicate decisions and risks to technical and nontechnical audiences.
Deliver production changes with testing, monitoring, rollback, and runbooks.