Senior CX Systems Engineer, Upside

• The ideal candidate enjoys building practical solutions, working across systems, and using emerging AI technologies to drive measurable impact
• 5–8 years of software engineering experience in a fast-paced technology environment
• Strong proficiency in Python
• Strong proficiency in JavaScript or TypeScript
• Experience building backend services, APIs, integrations, and automation workflows
• Hands-on experience working with LLM platforms such as OpenAI, Claude, or similar AI technologies
• Experience building, improving, or supporting chatbot and AI-assisted workflow solutions
• Strong SQL skills and experience working with operational or analytical data
• Experience integrating third-party platforms using APIs and webhooks
• Ability to work effectively with Operations, Product, and Engineering stakeholders
• Strong problem-solving skills with a practical, business-oriented mindset
• We don’t expect experience with every technology listed below, but familiarity with several is helpful:
• Python
• JavaScript / TypeScript
• SQL / MySQL
• React
• AWS (Lambda, API Gateway, DynamoDB, EventBridge, CloudWatch)
• Snowflake
• Zendesk
• Retool
• Terraform
• GitHub Actions
• OpenAI, Claude, and other AI platforms

Desirable

• We are looking for a Senior CX Systems Engineer, AI & Automation to help scale the technology that powers our Consumer Operations organization
• In this role, you’ll build and maintain the systems, integrations, and AI-powered workflows that enable our support teams to operate efficiently while delivering exceptional customer experiences
• You’ll work closely with Consumer Operations, Product, and Engineering partners to automate manual processes, improve support tooling, and leverage AI technologies to solve real business problems
• This is a highly hands-on engineering role focused on execution, experimentation, and continuous improvement
• Design, develop, and maintain AI-powered workflows that improve customer support operations and customer experience
• Leverage LLM platforms such as OpenAI, Claude, and similar technologies to automate repetitive tasks and enhance agent productivity
• Improve chatbot experiences through workflow automation, knowledge integration, and operational tooling
• Partner with Consumer Operations stakeholders to identify opportunities where AI can reduce manual effort and improve service quality
• Measure and iterate on AI solutions using operational data, customer feedback, and performance metrics
• Build and maintain integrations across systems such as Zendesk, Retool, Slack, and internal platforms
• Develop backend services, APIs, and automation workflows using Python (Proficient), Strong SQL and JavaScript/TypeScript
• Identify operational bottlenecks and build scalable solutions that eliminate repetitive work
• Ensure systems are reliable, maintainable, and well-documented
• Troubleshoot production issues and continuously improve operational tooling
• Build reporting and dashboards that help teams understand customer experience trends and operational performance
• Analyze support interactions and customer feedback to identify opportunities for process improvement
• Partner with Operations and Product teams to turn customer insights into actionable improvements
• Use data to evaluate the effectiveness of automation initiatives and support investments