Remote CX Tooling Engineer | Scale Customer Success AI

Socket.dev; United States; On-site; USD 105,000 - 115,000; Full time

Benefits offered by this job

Health, Dental, Vision benefits

401(k) match

Noom access

Carrot fertility support

Wellhub wellness program

BrightHorizons child care support

Job summary

Spring Health is hiring a CX Tooling Engineer to design, build, and operate the systems powering customer experience and support at scale. This remote, full-time role reports to the Senior Manager of Tooling Management and collaborates with Operations, Product, Engineering, Data, Security, and Legal to translate business needs into scalable technical solutions.

You will configure Zendesk and Amazon Connect, build cross-system workflows, support AI-enabled workflows, monitor health, and deliver

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 in Tray.ai.
• Support AI-enabled chat, voice, email, and agent-assisted workflows with proper controls.
• Design solutions with scalable, secure data flows and regulatory compliance.
• Monitor health, investigate routing defects, and implement corrective actions.
• Build scalable tooling and integrations for global launches and round-the-clock operations.
• Translate business needs into technical requirements with stakeholders.
• Coordinate with vendors on requirements, testing, and delivery quality.
• Deliver production changes with testing, monitoring, rollback plans, and runbooks.

Job description

Spring Health is hiring a CX Tooling Engineer to design, build, and operate the systems powering customer experience and support at scale. This remote, full-time role reports to the Senior Manager of Tooling Management and collaborates with Operations, Product, Engineering, Data, Security, and Legal to translate business needs into scalable technical solutions.

You will configure Zendesk and Amazon Connect, build cross-system workflows, support AI-enabled workflows, monitor health, and deliver