Responsibilities
- Lead and contribute to CX automation and AI initiatives from scoping and design through production and ongoing iteration.
- Build and maintain AI agents and automated workflows that improve specialist effectiveness, reduce manual handling, and increase consistency.
- Deploy AI capabilities with failure handling, human oversight, logging, and auditability.
- Own the technical delivery of CX integrations, applications, and automated workflows.
- Build and maintain integrations across Zendesk, Remote’s internal platform, REST APIs, webhooks, and MCP.
- Manage complex, multi-phase programmes, dependencies, stakeholder communication, and delivery.
- Document owned systems and processes and address technical debt, undocumented processes, and fragile automation points.
- Use operational data and CX performance metrics to define success measures and guide iteration.
- Partner with CX operations, front-line teams, engineering, product, data, and CX leadership to validate solutions and support adoption.
Requirements
- Hands-on experience building automation and integration systems in a customer experience, support, or operations context.
- Strong programme management skills, including scoping complex initiatives, managing stakeholders and dependencies, and delivering work through production.
- Ability to build, read, and debug code and work with APIs, webhooks, REST APIs, and MCP.
- Experience using AI-assisted development tools such as Claude Code, Codex, or Cursor.
- Experience with low-code and no-code workflow platforms such as n8n, Make, Zapier, Retool, or Gumloop.
- Experience deploying AI agents or AI-assisted workflows in production, including failure handling, human oversight, and auditability.
- Ability to translate operational needs and technical constraints clearly for technical and non-technical audiences.
- Ability and habit of documenting owned systems and processes.
- Fluent written and spoken English.
- Remote-first work experience is preferred but not required.
Benefits
- Fully remote and work from anywhere
- Flexible paid time off and flexible async working hours
- 16 weeks of paid parental leave
- Mental health support services
- Stock options
- Learning budget
- Home office budget and IT equipment
- Budget for local in-person social events or co-working spaces
- Full-time position with an ASAP start date
Tech Stack
Categories
About Remote
Global employment runs on Remote. Employing and paying people across borders is complex. Every country has different employment laws, tax codes, payroll rules, and compliance requirements. Getting it wrong has real legal and financial consequences. Remote is the intelligent infrastructure built to solve exactly this. One system of record for EOR, global payroll, PEO, contractor management, and compliant payments, worldwide. In-house experts in every country we operate in, infrastructure we own and run ourselves. Built to connect with any HRIS, tool, or AI agent your business already runs on. The infrastructure trusted by the world's leading HR platforms for global payroll and EOR. A regulated payments institution with owned entities operating across the world. This is not software. This is infrastructure... so the world can get to work. To learn more or book a demo, visit remote.com. To join our team, visit remote.com/careers.