deaa6ad2-d184-436b-b69e-17f761da1d94 - CX Tooling Engineer

• Design, configure, test, and maintain Zendesk architecture and extensibility, including forms, fields, triggers, automations, service-level agreements, skills, queues, views, permissions, applications, routing logic, custom data structures, integrations, and workflow automation. • Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect, including contact flows, queues, routing profiles, phone numbers, recording, voicemail, after-hours behavior, overflow, crisis routing, and escalation paths. • Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, document-processing services, and controlled system writeback. • Support approved AI-enabled chat, voice, email, and agent-assist workflows by implementing eligibility rules, intent capture, verification, ticket creation, escalation, human handoff, fallback behavior, access controls, data-minimization or redaction controls where required, auditability, and operational safeguards. • Design solutions with clear system boundaries, dependencies, data flows, and failure modes, considering scalability, reliability, security, maintainability, accessibility, and approved privacy and regulatory requirements, including requirements related to PHI, PII, recording, retention, and regional regulations. • Monitor platform and workflow health, investigate routing defects, hidden or stale work, status conflicts, integration failures, and reporting gaps, and use operational data and root-cause analysis to implement durable corrective actions. • Build scalable tooling, permissions, routing, integrations, and service-transition controls that support global launches, specialized teams, outsourced support partners, and round-the-clock operations, replacing brittle or duplicative configurations with standardized and reusable patterns where practical. • Support centralized tooling intake and partner with Product, Engineering, Data, Security, Legal, Compliance, and operational stakeholders to clarify business impact, translate requests into technical requirements, identify dependencies and risks, estimate effort, define acceptance criteria, and validate outcomes. • Coordinate with platform vendors and implementation partners on technical requirements, sequencing, dependencies, testing, issue escalation, and delivery quality, while communicating technical decisions, risks, and tradeoffs clearly to technical and nontechnical stakeholders. • Deliver production changes with appropriate testing, monitoring, logging, alerting, validation, rollback, and recovery procedures, and maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards. • Assigned routing, telephony, automation, and integration workflows consistently meet established reliability and successful-execution targets. • Platform enhancements are delivered against agreed scope, acceptance criteria, testing requirements, and delivery expectations, with risks and dependencies raised early. • Routing defects, silent failures, stale work, and recurring configuration issues decline from established baselines through monitoring, root-cause remediation, and reusable solutions. • Eligible repeatable work is increasingly handled through automation or standardized platform patterns, with reductions in manual effort measured. • AI-enabled workflows demonstrate reliable eligibility, escalation, human-handoff, and fallback behavior within approved use cases. • Tooling improvements contribute to measurable gains in routing accuracy, first-reply time, resolution time, support capacity, platform reliability, or cost per interaction. • Material production changes include documented testing, monitoring, ownership, validation, rollback, and recovery procedures.