CX Tooling Engineer

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $105.000 - $115.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👷🏻‍♀️ Engenheiro

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Spring Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🛡️ Seguros

🏥 Saúde

Consulting • Insurance • Healthcare

A Spring Health é uma solução abrangente de saúde mental projetada para empregadores e planos de saúde. Utiliza o Atendimento de Saúde Mental de Precisão para oferecer suporte personalizado ao combinar indivíduos com o atendimento adequado, seja suporte digital, exercícios de meditação, coaching, terapia ou medicação. Ao fazer parcerias com organizações líderes, a Spring Health visa melhorar a acessibilidade e os resultados de saúde mental, reduzir a rotatividade de funcionários e aumentar a produtividade. Confiada por mais de 4. 500 organizações, a empresa fornece uma abordagem baseada em evidências que comprovadamente oferece resultados clínicos e financeiros positivos.

Descrição

• Design, configure, test, and maintain Zendesk architecture and extensibility • Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect • Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, and controlled system writeback • Support approved AI-enabled chat, voice, email, and agent-assist workflows • Design solutions with clear system boundaries, dependencies, data flows, and failure modes while considering scalability, reliability, security, maintainability, accessibility, privacy, and regulatory requirements • Monitor platform and workflow health and investigate routing defects, stale work, status conflicts, integration failures, and reporting gaps • Implement durable corrective actions using operational data and root-cause analysis • Build scalable tooling, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced support partners, and round-the-clock operations • Support centralized tooling intake and translate business needs 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, testing, issue escalation, and delivery quality • Communicate technical decisions, risks, and tradeoffs to technical and nontechnical stakeholders • Deliver production changes with testing, monitoring, logging, alerting, validation, rollback, and recovery procedures • Maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards

🎯 Requisitos

• 3+ years of experience administering, engineering, or operating customer experience, contact-center, workflow, automation, and integration platforms in a production environment • Hands-on experience with Zendesk configuration and architecture, including business rules, forms, fields, routing, permissions, applications, integrations, or comparable platform capabilities • Experience with an enterprise contact-center platform such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, Twilio Flex, or a comparable platform • Experience configuring interactive voice response or contact flows, queues, routing logic, 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 building or maintaining production workflows using an integration, automation, or orchestration platform such as Tray.ai, Workato, or a comparable platform • Experience troubleshooting production issues and identifying underlying technical or process causes • Understanding of monitoring, error handling, retry behavior, fallback design, recovery procedures, and production change management • Ability to translate operational needs into clear technical requirements and maintainable solutions • Strong written and verbal communication skills, including technical documentation and communication with technical and nontechnical stakeholders • Ability to independently manage assigned work, make progress through ambiguity, and raise risks or dependencies early • Sound judgment regarding platform governance, standardization, access controls, and maintenance impact of technical decisions • Nice to have: advanced Zendesk development and extensibility capabilities, Tray.ai or Workato, AI-enabled support platforms or LLM services, multi-country or round-the-clock contact-center infrastructure, privacy and telecommunications requirements, DocuSign or document processing, regulated-environment experience, infrastructure as code, automated testing, configuration version control, incident response, root-cause analysis, observability, or reliability engineering

🏖️ Benefícios

• Health, Dental, Vision benefits start on your first day at Spring • One Medical accounts • HSA and FSA plans, with Spring contributing up to $1K for HSAs, depending on plan type • Employer sponsored 401(k) match of up to 2% • Yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents • Competitive paid time off policies including vacation, sick leave and company holidays • Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months tenure • Access to Noom • Fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses • Access to Wellhub for fitness, mindfulness, nutrition, and sleep • Access to BrightHorizons sponsored child care, back-up care, and elder care • Up to $1,000 Professional Development Reimbursement a year • $200 per year donation matching • Equity

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