CX AI & Automation Lead
New
R
Remote - Referral BoardHR Technology
Remote-EMEA, AsyncFull-TimeLead
Salary39,850 - 89,650 EUR per year
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Job Details
- Languages
- English
- Required Skills
- RESTful APIsZendesk
Requirements
- Strong programme management skills to scope initiatives and manage stakeholders.
- Hands-on experience building automation and integration systems in a CX or support context.
- Technical confidence to build, read, and debug code.
- Design and work with APIs, webhooks, and integration standards including MCP.
- Proficiency with AI-assisted development tools such as Claude Code, Codex, or Cursor.
- Solid experience with low-code and no-code platforms like n8n, Make, Zapier, or Retool.
- Experience deploying AI agents or AI-assisted workflows in a production environment.
- Ability to translate operational needs into technical constraints.
- Maintain high-quality, accessible documentation.
- Writes and speaks fluent English.
Responsibilities
- Contribute to and lead delivery of CX automation and AI initiatives from scoping to production.
- Build and maintain AI agents and automated workflows to improve specialist effectiveness.
- Deploy AI capabilities with human oversight and maintain auditability.
- Own technical delivery of CX tooling and maintain integrations (Zendesk, REST APIs, webhooks, MCP).
- Manage complex multi-phase project delivery and document technical processes.
- Identify and address technical debt and fragile points in the automation stack.
- Use operational data to define success metrics and inform priorities.
- Partner with engineering, product, and data teams to align on architecture.
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