Remote CX Tooling Engineer for AI-Powered Support

Spring Health

New York (NY)

Remote

USD 120,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Health benefits

401(k) match

Wellness programs

Parental leave

Professional development

Job summary

Spring Health seeks a CX Tooling Engineer to design, build, and operate maturing customer experience systems. You’ll configure Zendesk, run Amazon Connect, and maintain Tray.ai workflows, while enabling AI-enabled support across chat, voice, and email.

The role partners with Operations, Product, Security, and Legal to deliver reliable, scalable solutions in a regulated environment. You will implement governance, testing, and monitoring and help translate business needs into robust technical

Qualifications

3+ years of experience administering, engineering, or operating CX, contact-center, workflow, automation, and integration platforms in production.
Hands-on experience with Zendesk configuration and architecture.
Experience with enterprise contact-center platforms such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, Twilio Flex, or a comparable platform.
Experience configuring interactive voice response or contact flows, queues, routing logic, phone numbers, recording, voicemail, overflow, after-hours, or escalation behavior.
Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools.
Experience building or maintaining production workflows using an integration, automation, or orchestration platform such as Tray.ai, Workato, or a comparable platform.
Experience troubleshooting production issues and identifying underlying technical or process causes.
Understanding of monitoring, error handling, retry behavior, fallback design, recovery procedures, and production change management.
Ability to translate operational needs into clear technical requirements and maintainable solutions.
Strong written and verbal communication skills, including technical documentation and communication with technical and nontechnical stakeholders.
Ability to independently manage assigned work, make progress through ambiguity, and raise risks or dependencies early.
Sound judgment regarding platform governance, standardization, access controls, and the maintenance impact of technical decisions.

Responsibilities

Design, configure, test, and maintain Zendesk architecture and extensibility, including forms, fields, triggers, automations, SLAs, 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.