Senior CX Automation & Systems Engineer

affinipay1; United States; On-site; USD 90,000 - 110,000; Full time

Job summary

8am is looking for a technically minded senior individual contributor to drive CX roadmap initiatives and automation from idea through delivered systems.

This hands-on role scopes ambiguous ideas, builds concrete plans, and personally implements automation or integrations that bring them to life, partnering with Business Systems, Engineering, BI, and other teams to ensure cross-functional impact.

Qualifications

• 4–6+ years in Customer Success/Experience Operations or related field.
• Proficiency with Salesforce and Intercom to build reports, dashboards, and workflows.
• Ability to write developer tickets and implement automation or routing logic.
• Experience applying AI tools to operational workflows.

Responsibilities

• Identify where automation and AI add leverage across CX and scope ideas into project plans.
• Partner with Business Systems and Engineering on infrastructure builds for new initiatives.
• Diagnose underperforming workflows, draft dev-ready tickets, and rebuild automation when needed.
• Collaborate with Enablement to drive adoption, training, and change management.
• Convert CX data into actionable leadership recommendations.
• Maintain visibility into initiative status, risks and dependencies.
• Drive initiatives as a self-directed owner, raising blockers proactively.

Skills

Salesforce

Intercom

SQL

BI tools

AI tooling

Communication

Self-directed

Tools

Salesforce

Intercom

Delighted

Qualtrics

Job description

8am is looking for a technically minded senior individual contributor to drive CX roadmap initiatives and automation from idea through delivered systems.

This hands-on role scopes ambiguous ideas, builds concrete plans, and personally implements automation or integrations that bring them to life, partnering with Business Systems, Engineering, BI, and other teams to ensure cross-functional impact.