Staff AI TechOps Lead

Role Summary We’re looking for an Automation & AI Engineer to join our CX TechOps team. The role focuses on designing, building, and optimizing workflows across our post‑sales tech stack, leveraging AI tools where they add real value while maintaining systems integrity. Ideal Candidate An engineer and systems thinker with a strong grasp of post‑sales and support workflows. They analyze processes to identify friction and design simple, scalable solutions—whether configuring an integration in Workato, writing a Python script, or deploying an AI agent. They are passionate about using emerging technologies and comfortable working with both iPaaS platforms and code. The candidate thrives at the intersection of customer problems, data, and code. They read business requirements, map workflows, build solutions quickly, and think in terms of scale, integration, and failure. They are collaborative, communicate effectively across technical and non‑technical teams, and bridge CX strategy and technical execution. Key Responsibilities 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 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, such as 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 What we are looking for 3‑5 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 (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 Preferred Qualifications 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 1Password is proud to be an equal‑opportunity employer. We are committed to fostering an inclusive, diverse, and equitable workplace that is built on trust, support, and respect. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at View email address on click.appcast.io. Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law. #J-18808-Ljbffr 1Password