Senior CX Automation Engineer — AI-Powered Ops Leader

Quo; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity

Medical coverage

Lifestyle stipend

Flexible PTO

Job summary

Quo is seeking a Senior Operations Engineer, CX to design, build, deploy, and improve technology-enabled systems that accelerate customer experience operations. This role is a hands-on builder and operator, sitting at the intersection of CX, Operations, Product, Engineering, and Data.

You will independently lead high-impact initiatives from discovery through launch, measure outcomes, and iterate. You’ll design AI-enabled tools and workflows, translate policies into system logic, and collaborate

Qualifications

• 5+ years of experience in operations engineering, automation, or CX systems.
• Proven ability to ship solutions into real business workflows.
• Experience owning complex initiatives end-to-end.
• Strong cross-functional collaboration.
• Experience with REST APIs, webhooks, JSON, and integrations.
• Solid understanding of modern LLM capabilities and evaluation.
• Ability to translate operational problems into scalable technical solutions.

Responsibilities

• Lead end-to-end operational initiatives from discovery through iteration.
• Design, build, deploy, and maintain AI-enabled tools, agents, automations, and workflows that improve customer support and CX operations.
• Translate complex workflows into clear system logic, prompts, and escalation paths with human-in-the-loop controls.
• Use APIs, webhooks, workflow platforms, and AI platforms to connect systems and automate end-to-end workflows.
• Build and improve LLM-powered workflows for classification, routing, summarization, and automated resolution.
• Partner with frontline teams to identify pain points and turn them into scalable systems.
• Collaborate with Engineering, Product, Data, and Finance to translate needs into requirements.
• Troubleshoot issues across integrations and data flows, escalating to Engineering as needed.
• Define success measures and evaluate AI and automation impact with metrics like resolution rate and customer satisfaction.
• Create evaluation methods and quality controls to identify workflow failures and edge cases.
• Proactively surface opportunities for AI and automation improvements.
• Maintain documentation and governance for the solutions you own.
• Stay current on emerging AI capabilities and determine where they add value.
• Provide technical guidance and raise systems-thinking across the CX Operations team.

Skills

Operations engineering

AI automation

REST APIs

LLM capabilities

Cross-functional communication

Project ownership

Tools

Retool

Zendesk

n8n

Zapier

Make

Job description

Quo is seeking a Senior Operations Engineer, CX to design, build, deploy, and improve technology-enabled systems that accelerate customer experience operations. This role is a hands-on builder and operator, sitting at the intersection of CX, Operations, Product, Engineering, and Data.

You will independently lead high-impact initiatives from discovery through launch, measure outcomes, and iterate. You’ll design AI-enabled tools and workflows, translate policies into system logic, and collaborate