CX AI & Automation Lead

🕒 il y a 3 mois

🇬🇧 Royaume-Uni – Télétravail

💵 €79 700 - €89 650 / an

⏰ Temps Plein

🟠 Senior

🤖 Intelligence Artificielle

🇬🇧 Parrain de Visa de Travailleur Qualifié UK

Cette entreprise a parrainé des visas de Travailleur Qualifié du Royaume-Uni par le passé.

👻 Score fantôme 35%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Remote

Site WebLinkedInTous les Emplois

501 - 1000 employés

💼 Conseil

📦 Logistique

🏥 Santé

Consulting • Logistics • Healthcare

Remote est une plateforme RH mondiale qui simplifie l'embauche, l'onboarding, la gestion et le paiement des salariés et des contractants partout dans le monde. Elle propose des solutions complètes pour le recrutement, la gestion de la paie, la gestion des contractants et la conformité. La plateforme aide les entreprises à traiter leurs tâches RH de manière fluide et efficace, en garantissant des paiements rapides et conformes, en fournissant des services d'Employer of Record (EOR) et en facilitant les avantages salariés et les dispositifs d'equity. En outre, Remote s'intègre à divers systèmes RH, offrant une solution flexible, évolutive et fiable aux entreprises qui souhaitent se développer à l'international.

Description

• 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: design for failure, ensure appropriate human oversight is built in, and maintain the logs and auditability expected in a customer-facing support environment. • Stay across developments in AI and automation tooling, surface well-reasoned recommendations for your manager and the CX leadership team to evaluate. • Own the technical delivery of CX tooling: the integrations, applications, and automated workflows that connect the platforms CX teams depend on every day. • Build and maintain integrations across the CX technology stack, including Zendesk and its application framework, Remote's internal platform, REST APIs, webhooks, and emerging integration standards such as MCP, ensuring data flows correctly, triggers fire reliably, and tooling holds up under operational load. • As Remote's customer and partner base grows, support the CX tooling requirements that come with it: new channels, new integrations, increasing complexity. • Manage complex, multi-phase delivery: own dependencies, communicate proactively, and bring initiatives across the line without needing to be chased. • Document everything you own. Accurate, accessible documentation is part of the definition of done, not something that happens later. • Identify technical debt, undocumented processes, and fragile points in the CX automation stack and address them systematically. • Use operational data and CX performance metrics to inform priorities and validate what is working. Build visibility into the impact of automation for CX leadership. • Define success metrics for each initiative, track them, and use them to make decisions about what to iterate on and what to stop. • Work closely with CX operations and front-line teams to understand workflow pain points, validate solutions before they ship, and support adoption after they do. • Partner with engineering, product, and data teams across Remote to align on architecture and escalate when a problem needs more than automation to solve. • Communicate clearly and regularly with stakeholders at all levels: operational teams, CX leadership, and cross-functional partners.

🎯 Exigences

• A manager of one: you identify what needs doing, set your own direction, and deliver without needing to be chased. You default to action and close your own loops. • Strong programme management alongside your technical ability. You can scope a complex initiative, manage stakeholders across functions, communicate clearly to non-technical audiences, and see it through from start to done, not just the build, the whole thing. • Hands-on experience building automation and integration systems in a CX, support, or operations context. You understand what a support workflow looks like from the inside: what slows agents down, what good resolution actually means, and what tooling helps versus what just looks good in a demo. • Technical confidence: you can build, read, and debug code; design and work with APIs, webhooks, and integration standards including MCP; and move fast using AI-assisted development tools such as Claude Code, Codex, or Cursor as part of your standard workflow. You take ownership of complex technical systems end to end, from design through to production. • Solid experience with low-code and no-code workflow platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar, to design and run cross-system automations. • You know when automation is the right answer and when it is not. You evaluate the problem before reaching for a tool, and you are as comfortable making the case against automating something as you are building it. • Experience deploying AI agents or AI-assisted workflows in a production environment, including designing for failure, building in human oversight, and maintaining auditability. • The ability to translate between operational needs and technical constraints in both directions, clearly, without jargon, and with the right level of detail for whoever is in the room. • You document what you build. Not as an afterthought, as part of how you work. • Writes and speaks fluent English. • Experience working in a remote-first environment is a plus but not required.

🏖️ Avantages

• work from anywhere • flexible paid time off • flexible working hours (we are async) • 16 weeks paid parental leave • mental health support services • stock options • learning budget • home office budget & IT equipment • budget for local in-person social events or co-working spaces