CX Operations Engineer

Why HarveyAt Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.At Harvey, the future of professional services is being written today — and we’re just getting started. Role OverviewHarvey's support org is growing fast, and keeping our specialists equipped to handle an increasingly complex product requires more than good processes, it requires smart tooling. We're looking for a CX Operations Engineer who has built this before and can hit the ground running.Reporting to the CX Operations Manager, you'll own the automation infrastructure, AI-assisted workflows, and reporting systems that make our specialists faster and more effective. Working alongside the Support Systems Administrator (platform infrastructure and config) and the CX Operations Lead (Zendesk-native features including Copilot and Chatbot), your lane is everything built on top of or extending beyond that foundation, custom integrations, cross-stack automation, and the technical layer that connects it all.This role is for someone who deeply understands CX operations, has a track record of building AI and automation tooling in production environments, and is energized by making support and human agents better. What You'll DoDesign, build, and maintain AI-assisted tools that improve how support specialists triage, research, and resolve tickets; including agent-facing copilots, knowledge surfacing tools, and response assist featuresOwn the automation layer across the support stack, building custom integrations, cross-tool workflows, and solutions that extend beyond what Zendesk natively offersPartner with Data team to build and maintain reporting infrastructure that gives the support org real-time and historical visibility into volume, quality, efficiency, and trendsIdentify manual or repetitive agent workflows and architect automated or AI-assisted alternatives that reduce friction without sacrificing qualityPartner with the Support Enablement Lead to integrate tooling improvements into how agents are trained and how knowledge is surfaced in the moment of needCollaborate with the Support Systems Administrator to ensure automation and AI initiatives are implemented and maintained cleanly within the core support stackPartner closely with the Support Systems Administrator and CX Operations Lead — they own the Zendesk platform and its native features; you own what's built beyond itEvaluate new tools, run structured pilots, and bring recommendations to leadership with clear rationale and dataDocument systems, integration logic, and automation workflows to ensure maintainability as the org scales What You Have5-7+ years of experience in CX operations or CX tooling in an AI-forward environmentDemonstrated track record of shipping AI-assisted workflows and automation in live support environmentsDeep hands-on experience with AI tooling in the support/CX space: LLM-powered copilots, RAG systems, agent assist platforms, and how to deploy them responsibly at scaleExpert-level familiarity with support platforms (Zendesk strongly preferred), including working with APIs and integration layers beyond out-of-the-box configurationBuilt and owned reporting systems end-to-endStrong operational intuition: you've worked in or alongside support teams and understand what agent friction actually looks likeClear communicator who can translate technical decisions for non-technical stakeholders and leadershipCompensation$124,000 - $185,000 USD Depending on your location, an