Senior Operations Engineer, CX

Quo•Canada, KY

15h•$120,000 - $150,000

About The Position

We're looking for a Senior Operations Engineer, CX to design, build, deploy, and improve the technology-enabled systems that make our customer experience operations faster, more scalable, and more reliable. This isn't a traditional software engineering role — we need a senior builder and operator who can deeply understand an operational workflow, determine the right technical approach, build or orchestrate a solution, launch it, measure the outcome, and continuously improve it. You'll sit at the intersection of CX, Operations, Product, Engineering, and Data, independently leading complex initiatives that support cross-functional and company-level goals.

Requirements

5+ years of experience in operations engineering, automation, technical operations, solutions engineering, CX systems, RevOps, Marketing Ops, Support Ops, or a related discipline
Demonstrated experience using AI, automation, integrations, or internal tooling to solve meaningful operational problems and ship solutions into real business workflows
Experience owning complex initiatives independently from problem definition through implementation and measurable outcomes
Experience partnering effectively with technical and non-technical stakeholders across multiple functions
Strong systems thinking and the ability to translate ambiguous operational problems into clear, scalable solutions
Practical experience working with REST APIs, webhooks, authentication, JSON, and system integrations
Strong understanding of modern LLM capabilities, including prompting, tool use, structured outputs, human-in-the-loop workflows, and AI evaluation
Ability to evaluate AI and automation quality, identify failure modes, and use data to determine what to improve or automate next
Strong judgment and decision-making, including the ability to assess impact, complexity, risk, and appropriate escalation with incomplete information
Strong cross-functional communication skills and the ability to speak comfortably with Engineering while translating technical concepts for operational and business stakeholders
Strong project ownership, prioritization, and follow-through across multiple complex workstreams
Customer-focused mindset with a deep interest in improving both frontline workflows and the end-customer experience
Strong understanding of responsible AI practices, including data privacy, access controls, auditability, evaluation, and human escalation

Nice To Haves

Python or another scripting language for automation and tooling
SQL, data modeling, or business intelligence experience
Experience with Retool, Zendesk, n8n, Gumloop, Workato, Zapier, Make, or similar workflow and internal tooling platforms
Experience with RAG, data pipelines, monitoring, logging, version control, or production support practices
Experience with CX platforms such as Zendesk, Salesforce, Intercom, Ada, Twilio, or similar systems
Deeper software engineering experience that enables stronger partnership with Engineering and greater independence on technically complex initiatives
Experience in customer support, customer operations, or another high-volume operational environment is preferred, but not required

Responsibilities

Independently identify, prioritize, and lead high-impact operational initiatives from discovery through launch, measurement, and iteration
Design, build, deploy, and maintain AI-enabled tools, agents, automations, and workflows that improve customer support and other CX operations
Translate complex operational processes and policies into clear system logic, prompts, tools, escalation paths, and appropriate human-in-the-loop controls
Use APIs, webhooks, workflow platforms, internal tools, and AI platforms pragmatically to connect systems and automate end-to-end workflows
Build and improve LLM-powered workflows for use cases such as classification, routing, summarization, troubleshooting, suggested responses, quality assessment, and automated resolution
Partner closely with frontline teams to understand workflow pain points and turn them into scalable systems and tooling improvements
Work effectively with Product, Engineering, Data, Finance, and other partners, translating operational needs into clear technical requirements and helping cross-functional teams move faster
Troubleshoot issues across integrations, prompts, workflows, and data flows, independently resolving what sits within the role and engaging Engineering when deeper product or infrastructure work is required
Define success measures and evaluate the impact of AI and automation through metrics such as resolution rate, accuracy, quality, handle time, escalation rate, customer satisfaction, time savings, and operational efficiency
Create practical evaluation methods, test cases, and quality controls to identify workflow failures, edge cases, hallucinations, and unintended customer impact
Proactively surface opportunities for AI, automation, and systems improvements rather than relying on a backlog of requests
Maintain clear documentation, runbooks, system logic, and governance practices for the solutions you own
Stay current on emerging AI and automation capabilities and determine where they can create meaningful operational value
Provide technical guidance, share context, and help raise the systems-thinking and execution bar across the broader CX Operations team