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CX Tooling Engineer

1 hour, 40 minutes ago
Anywhere
Full-time
Mid Level
Platform Engineer
Software Development
JSON LLM REST API
Apply Now
Spring Health

Spring Health

Spring Health is a company that offers a comprehensive and personalized mental healthcare solution for teams and families. They provide clinically proven technology and world-class providers to deliver precise care tailored to individual needs, elimina...

Health Care Providers & Services
1K-5K
Founded 2016
$366M raised
View All Jobs 13

Description

  • Configure, maintain, and extend Zendesk architecture, including forms, workflows, routing, permissions, integrations, and custom data structures.
  • Build and operate Zendesk Contact Center and Amazon Connect infrastructure, including contact flows, queues, telephony, recording, escalation, and crisis-routing processes.
  • Develop and maintain Tray.ai workflows using APIs, webhooks, authentication, conditional logic, and data transformation.
  • Implement approved AI-enabled support workflows with eligibility rules, verification, escalation, human handoff, fallback behavior, access controls, and auditability.
  • Design solutions that address scalability, reliability, security, accessibility, maintainability, privacy, and regulatory requirements involving PHI and PII.
  • Monitor platform health, troubleshoot routing and integration failures, perform root-cause analysis, and implement durable corrective actions.
  • Create standardized tooling, permissions, integrations, and service-transition controls for global, outsourced, and 24/7 operations.
  • Partner with Operations, Product, Engineering, Data, Security, Legal, Compliance, vendors, and implementation partners to translate needs into technical solutions.
  • Deliver production changes with testing, monitoring, logging, rollback, and recovery procedures, while maintaining diagrams, runbooks, inventories, and change records.

Requirements

  • 3+ years of experience administering, engineering, or operating CX, contact-center, workflow, automation, or integration platforms in production.
  • Hands-on Zendesk configuration and architecture experience, including business rules, routing, permissions, applications, or integrations.
  • Experience with an enterprise contact-center platform such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, or Twilio Flex.
  • Experience configuring IVR or contact flows, queues, routing, phone numbers, recording, voicemail, overflow, after-hours, or escalation behavior.
  • Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools.
  • Experience with Tray.ai, Workato, or a comparable integration and orchestration platform.
  • Experience troubleshooting production issues and applying monitoring, error handling, retry, fallback, recovery, and change-management practices.
  • Ability to translate operational needs into maintainable technical requirements and solutions.
  • Strong written and verbal communication skills, including technical documentation for technical and nontechnical stakeholders.
  • Preferred experience with Zendesk advanced development, AI-enabled support platforms, multi-country contact centers, regulated industries, infrastructure as code, automated testing, incident response, or reliability engineering.

Benefits

  • $105,000–$115,000 target base salary plus competitive total rewards.
  • Remote, full-time position with no regular travel; occasional team or company onsite travel may be requested.
  • Health, dental, and vision coverage beginning on the first day, plus One Medical access and HSA/FSA options.
  • 401(k) employer match of up to 2%.
  • Annual no-cost Spring Health therapy, coaching, and medication-management visits for employees and dependents.
  • Paid vacation, sick leave, and company holidays.
  • Parental leave after six months: 18 weeks for birthing parents and 16 weeks for non-birthing parents.
  • Professional development reimbursement up to $1,000 annually, fertility support, fitness and wellness programs, dependent care support, and donation matching.

Interested in this position?

Apply directly on the company website

Apply Now

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