Customer Experience - CX - Automation Engineer

Customer Experience – CX – Automation Engineer

4+ years of experience in Business Systems, Integration Engineering, or related field.
Knowledge of JavaScript, React.js, or similar scripting languages for building and enhancing user interfaces.
Experience working with REST APIs, Python, and Node.js for automation and integrations.
Proven expertise in automating workflows with webhooks, integrating chatbots, and leveraging middleware tools (e.g., Workato, Mulesoft, Tray.io) for seamless system integrations.
Demonstrated ability to optimize resource scheduling and workforce management tools.
Excellence in collaboration for enhancing support workflows and automation strategies.
Experience developing and deploying AI and LLM-based solutions using platforms like OpenAI (GPT) and Anthropic (Claude), and integrating models such as Gemini and Llama into business systems to enable intelligent automation and enhance operational workflows.
Use and experiment with AI tools as part of your daily routine.

Design, develop, and maintain API-based integrations for customer experience workflows.
Create event-driven automations, webhooks, and scripting-based workflows to boost efficiency.
Enhance ticket routing, agent assignment, and chatbot interactions to improve self-service options.
Analyze SQL and data pipelines to derive insights from support performance and customer interactions.
Implement resource allocation and scheduling automation to increase team productivity.
Partner with cross-functional teams to improve business processes, system performance, and support experience.
Develop and maintain technical documentation and knowledge base articles.
Develop integrations with operational systems (Stripe).

Experience with AI-driven chatbot automation and natural language processing (NLP).