CX AI & Automation Lead (Remote, Global)

Job summary

This position serves as a key technical and program lead within Customer Experience (CX) Operations, focusing on the development of automation and AI capabilities to enhance operational efficiency and effectiveness. The role involves significant autonomy in managing projects from inception to production, collaborating with CX leadership and cross-functional teams to drive initiatives that empower the CX team and improve customer resolutions.

Qualifications

• Proven ability to independently identify tasks, set direction, and deliver results without supervision.
• Strong program management skills combined with technical expertise in automation and integration systems within a CX or operations context.
• Hands-on experience in building and deploying automation tools and AI workflows, with a solid understanding of support workflows and agent challenges.
• Technical proficiency in coding, API design, and using AI-assisted development tools.
• Familiarity with low-code/no-code platforms for creating cross-system automations.
• Ability to assess when automation is appropriate and when it is not, with a focus on operational needs.
• Experience in deploying AI agents in production environments, ensuring human oversight and auditability.
• Excellent communication skills, capable of translating technical concepts for non-technical stakeholders.
• Fluent in English, both written and spoken.
• Experience in a remote-first work environment is advantageous but not mandatory.

Responsibilities

• Lead the delivery of CX automation and AI projects, overseeing the entire process from design to implementation and iteration.
• Develop and maintain AI agents and automated workflows to enhance specialist performance and operational consistency.
• Ensure responsible deployment of AI capabilities, incorporating design for failure and human oversight.
• Keep abreast of advancements in AI and automation tools, providing informed recommendations to leadership.
• Manage the technical delivery of CX tooling, including integrations and automated workflows that support daily operations.

Skills

• Strong program management and technical skills.
• Proficiency in automation and integration systems.
• Experience with low-code/no-code platforms.
• Technical confidence in coding and API management.

Education

• Relevant experience in a technical or operational role, preferably within customer experience or support environments.

Tools

• Familiarity with tools such as Zendesk, REST APIs, webhooks, and various automation platforms.