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CX AI & Automation Lead

2 months, 3 weeks ago
Europe
Full-time
Lead
AI Engineer
Artificial Intelligence and Machine Learning
REST API
Apply Now
Remote

Remote

Global HR Solutions & Employment Tools for Distributed Teams | Remote Hire international talent in minutes. Remote is the most disruptive global payroll, tax, HR and compliance solution for distributed teams. The easier way to employ internationally 🌍....

Professional Services
251-1K
Founded 2019
$496M raised
View All Jobs 40

Description

  • Lead CX automation and AI initiatives from scoping and design through production and iteration.
  • Build and maintain AI agents and automated workflows that reduce manual handling and improve specialist effectiveness.
  • Own the technical delivery of CX tooling, including integrations, applications, and automated workflows used by CX teams.
  • Build and maintain integrations across Zendesk, Remote’s internal platform, REST APIs, webhooks, and emerging standards such as MCP.
  • Manage complex, multi-phase delivery by tracking dependencies, communicating proactively, and driving initiatives to completion.
  • Document the systems and workflows you own as part of the definition of done.
  • Use operational data and CX performance metrics to prioritize work and measure the impact of automation.
  • Work closely with CX operations and front-line teams to identify pain points, validate solutions, and support adoption.
  • Partner with engineering, product, and data teams to align on architecture and escalate problems that require broader solutions.
  • Stay current on AI and automation tooling and recommend improvements to CX leadership.

Requirements

  • Hands-on experience building automation and integration systems in a CX, support, or operations context.
  • Strong programme management experience alongside technical delivery.
  • Ability to scope complex initiatives, manage cross-functional stakeholders, and communicate clearly to non-technical audiences.
  • Technical confidence to build, read, and debug code.
  • Experience designing and working with APIs, webhooks, and integration standards including MCP.
  • Experience using AI-assisted development tools such as Claude Code, Codex, or Cursor as part of a regular workflow.
  • Solid experience with low-code or no-code workflow platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar.
  • Experience deploying AI agents or AI-assisted workflows in production, including human oversight, failure handling, and auditability.
  • Ability to translate between operational needs and technical constraints clearly and without jargon.
  • Fluent English, written and spoken.
  • Experience working in a remote-first environment is a plus.

Benefits

  • Annual salary range of €39,850 to €89,650 EUR for this full-time role.
  • Work from anywhere.
  • Flexible paid time off.
  • Flexible working hours in an async work environment.
  • 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.

Interested in this position?

Apply directly on the company website

Apply Now

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