CX Tooling Engineer
Spring Health2 hours ago
Remote, United StatesMid Level
H1B sponsor
Base Salary
$105k - $115k/yr
Responsibilities
- Design, configure, test, and maintain Zendesk architecture, business rules, routing, permissions, integrations, and workflow automation.
- Build and operate Zendesk Contact Center and Amazon Connect infrastructure, including contact flows, queues, routing, telephony, recording, voicemail, overflow, and escalation behavior.
- Build cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, and controlled system writeback.
- Implement safeguards for AI-enabled chat, voice, email, and agent-assist workflows, including eligibility, escalation, human handoff, fallback behavior, access controls, redaction, and auditability.
- Monitor platform health, investigate routing defects and integration failures, perform root-cause analysis, and implement durable corrective actions.
- Deliver production changes with testing, monitoring, logging, alerting, rollback, recovery procedures, documentation, runbooks, and platform standards.
- Partner with internal stakeholders, platform vendors, and implementation partners to define requirements, dependencies, acceptance criteria, testing, and delivery plans.
Requirements
- At least 3 years of experience administering, engineering, or operating customer-experience, contact-center, workflow, automation, or integration platforms in production.
- Hands-on experience with Zendesk configuration and architecture, including business rules, forms, fields, routing, permissions, applications, or integrations.
- Experience with an enterprise contact-center platform such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, or Twilio Flex.
- Experience configuring IVR or contact flows, queues, routing logic, phone numbers, recording, voicemail, overflow, after-hours behavior, or escalation paths.
- Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools.
- Experience building or maintaining production workflows with Tray.ai, Workato, or a comparable integration, automation, or orchestration platform.
- Understanding of monitoring, error handling, retries, fallback design, recovery procedures, and production change management.
- Ability to translate operational needs into technical requirements and communicate effectively with technical and nontechnical stakeholders.
- Preferred experience with Zendesk Apps Framework, custom objects, Zendesk Copilot, intelligent triage, custom actions, AI-enabled support platforms, conversational AI, or large language model services.
- Preferred experience with regulated environments, global or outsourced contact-center operations, privacy and retention requirements, infrastructure as code, automated testing, observability, incident response, or reliability engineering.
Benefits
- Full-time remote position with no regular travel; occasional team or company onsite travel may be requested.
- Health, dental, and vision benefits begin on the first day, with access to One Medical and HSA/FSA plans.
- Employer-sponsored 401(k) match of up to 2%.
- Annual no-cost Spring Health network visits for employees and dependents.
- Paid vacation, sick leave, and company holidays.
- After six months, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
- Access to Noom, Carrot fertility support, Wellhub, BrightHorizons, and related wellness and care programs.
- Up to $1,000 annually for professional development reimbursement and $200 annually in donation matching.
Categories
About Spring Health
Spring Health provides employers and health plans with a behavioral-health benefits platform that triages members and delivers care via self-guided tools, coaching, therapy, psychiatry, and EAP services. The service uses assessments and machine learning to match people to care and includes Care Navigators who coordinate appointments and community resources. Founded in 2016 and headquartered in New York City, the privately held company has outcomes independently validated by JAMA Network Open and the Validation Institute.