CX AI & Automation Lead
R
RemoteHuman Resources
EMEA or AMERFull-TimeLead
Salary€79.700 — €89.650 EUR
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Required Skills
- Artificial IntelligenceRESTful APIsZendesk
Requirements
- Strong programme management skills with the ability to scope complex initiatives and manage cross-functional stakeholders.
- Hands-on experience building automation and integration systems within a support or CX operations context.
- Technical confidence to build, read, and debug code.
- Experience designing and working with APIs, webhooks, and integration standards such as MCP.
- Proficiency using AI-assisted development tools like Claude Code, Codex, or Cursor.
- Solid experience with low-code/no-code platforms such as n8n, Make, Zapier, Retool, or Gumloop.
- Experience deploying AI agents in production environments, including designing for failure and maintaining auditability.
- Ability to communicate complex technical concepts to non-technical audiences.
- Fluent in written and spoken English.
- Strong documentation habits.
Responsibilities
- Contribute to and lead delivery of CX automation and AI initiatives, from scoping and design through to production and ongoing iteration.
- Build and maintain AI agents and automated workflows that improve specialist effectiveness, reduce manual handling, and increase consistency across CX operations.
- Deploy AI capabilities responsibly by designing for failure, ensuring human oversight, and maintaining audit logs.
- Own the technical delivery of CX tooling, including integrations, applications, and automated workflows across the CX tech stack.
- Build and maintain integrations for platforms including Zendesk, internal systems, REST APIs, webhooks, and MCP standards.
- Manage multi-phase delivery, own dependencies, and maintain accurate documentation as part of the definition of done.
- Use operational data and performance metrics to validate initiatives and inform CX leadership decision-making.
- Partner with cross-functional teams including engineering, product, and data to align on architecture and resolve systemic bottlenecks.
View Full Description & ApplyYou'll be redirected to the employer's site
