CX Tooling Engineer

Job not on LinkedIn

🔥 3 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, including business rules, routing, permissions, applications, integrations, and workflow automation • 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 writeback • Support approved AI-enabled chat, voice, email, and agent-assist workflows with eligibility, verification, escalation, human handoff, fallback, access-control, privacy, and auditability safeguards • Design scalable, reliable, secure, maintainable, accessible solutions meeting approved privacy and regulatory requirements, including PHI and PII controls • Monitor platform and workflow health, investigate routing defects and integration failures, perform root-cause analysis, and implement corrective actions • Build scalable tooling, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced partners, and round-the-clock operations • Partner with Product, Engineering, Data, Security, Legal, Compliance, and operations stakeholders to translate requests into technical requirements and validate outcomes • Coordinate with platform vendors and implementation partners on requirements, testing, issue escalation, and delivery quality • 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 • Meet reliability and successful-execution targets, reduce defects and manual effort, and improve routing accuracy, response time, resolution time, capacity, reliability, or cost per interaction

🎯 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 • Experience with an enterprise contact-center platform such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, Twilio Flex, or comparable • Experience configuring IVR 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 Tray.ai, Workato, or comparable platforms • 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 • Education is optional; no required educational credential stated

🏖️ Benefits

• Health, Dental, Vision benefits start on your first day at Spring • One Medical accounts for employees and dependents • 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 employees and dependents • Competitive paid time off policies including vacation, sick leave and company holidays • Parental leave after 6 months tenure: 18 weeks for birthing parents and 16 weeks for non-birthing parents • Access to Noom weight management program • Fertility care support through Carrot, plus $4,000 reimbursement for related fertility expenses • Access to Wellhub for fitness, mindfulness, nutrition, and sleep • BrightHorizons sponsored child care, back-up care, and elder care • Up to $1,000 Professional Development Reimbursement per year • $200 per year donation matching