Staff AI TechOps Lead

Requirements and responsibilities

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Details

Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong and Gainsight
Gather requirements from CX Operations leaders and stakeholders, documenting current-state workflows and translating business needs into technical specifications across the support lifecycle
Build and maintain integration AI solutions and workflows, including but not limited to system-to-system automations across Zendesk, Salesforce, and Gainsight
Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals
Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams
Integrate third-party AI platforms, including AI tools like Dust and automation platforms like Workato into the CX tech stack
Ensure systems are scalable, reliable, and well-documented
Stay current on AI trends and recommend relevant CX and support applications
3+ years of experience in CX Operations, support engineering, or automation development, with direct exposure to post-sales workflows
Hands-on experience with an enterprise integration/iPaaS platform (Workato, Tines, Zapier, or similar) to build and maintain cross-system automations
Ability to gather and document business requirements, map workflows, and communicate process changes to non-technical stakeholders
Strong communicator who can translate complex technical solutions for non-technical CX stakeholders
Proficiency in Python and SQL for building automations, working with APIs, and integrating AI tools
Experience using LLM APIs (e.g. OpenAI) cloud platforms (e.g. AWS or GCP) and version control (Git) tools to solve business problems
Comfortable working with APIs and automating across SaaS tools like Zendesk, Salesforce, Gong, and Gainsight
Bonus: Experience deploying internal tools with platforms like Retool, Streamlit, Slack bots, or Dust
Understanding of CX data structures including ticketing systems, customer health scoring, and escalation logic
Experience with process mapping, business requirements documentation, or workflow analysis (e.g. swim lane diagrams, RACI frameworks, process narratives)
Experience with support workflow automation (e.g. macros, triggers, AI deflection)
Relational data modelling experience in a data warehouse
Past experience implementing AI use cases in a customer-facing or support environment