CX Tooling Engineer

🔥 30 minutes ago

🇺🇸 United States – Remote

💵 $105k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

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Spring Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Spring Health is a comprehensive mental health solution designed for employers and health plans. It utilizes Precision Mental Healthcare to deliver personalized mental health support by matching individuals with the right care, whether it's digital support, meditation exercises, coaching, therapy, or medication. By partnering with leading organizations, Spring Health aims to improve mental health accessibility and outcomes, reduce employee turnover, and enhance productivity. Trusted by over 4,500 organizations, the company provides an evidence-based approach that has been proven to deliver positive clinical and financial results.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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