Remote CX Tooling Engineer: Zendesk & AI Automation

Springhealth; United States; Remote; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

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.

Aufgaben

• 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.

Tools

Zendesk

Tray.ai

Amazon Connect

APIs

Jobbeschreibung

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.