Staff AI TechOps Lead - Customer Experience
New
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1PasswordCybersecurity
Remote (United States | Canada)Full-TimeStaff
Salary110000 - 178000 USD per year
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Job Details
- Experience
- 3-5 years
- Required Skills
- AWSPythonSQLGCPGitSalesforceZendesk
Requirements
- 3-5 years of experience in CX Operations, support engineering, or automation development, with direct exposure to post-sales workflows
- Hands-on experience with an enterprise integration/iPaaS platform (Workato, Tines, Zapier, or similar)
- Ability to gather and document business requirements, map workflows, and communicate process changes to non-technical stakeholders
- Strong communicator who can translate complex technical solutions for non-technical CX stakeholders
- Proficiency in Python and SQL for building automations, working with APIs, and integrating AI tools
- Experience using LLM APIs (e.g. OpenAI) cloud platforms (e.g. AWS or GCP) and version control (Git) tools to solve business problems
- Comfortable working with APIs and automating across SaaS tools like Zendesk, Salesforce, Gong, and Gainsight
- Experience deploying internal tools with platforms like Retool, Streamlit, Slack bots, or Dust (Bonus)
- Understanding of CX data structures including ticketing systems, customer health scoring, and escalation logic (Preferred)
- Experience with process mapping, business requirements documentation, or workflow analysis (e.g. swim lane diagrams, RACI frameworks, process narratives) (Preferred)
- Experience with support workflow automation (e.g. macros, triggers, AI deflection) (Preferred)
- Relational data modelling experience in a data warehouse (Preferred)
- Past experience implementing AI use cases in a customer-facing or support environment (Preferred)
Responsibilities
- Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong and Gainsight
- Gather requirements from CX Operations leaders and stakeholders, documenting current-state workflows and translating business needs into technical specifications across the support lifecycle
- Build and maintain integration AI solutions and workflows, including system-to-system automations across Zendesk, Salesforce, and Gainsight
- Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals
- Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams
- Integrate third-party AI platforms, including AI tools like Dust and automation platforms like Workato into the CX tech stack
- Ensure systems are scalable, reliable, and well-documented
- Stay current on AI trends and recommend relevant CX and support applications
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