Senior Operations Engineering

Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones. This multi-billion dollar market has been overlooked for decades, left to cobble together solutions that slow them down instead of helping them grow. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We're not just building a phone system. We're setting a new standard for how businesses connect with their customers.

Today, Quo is trusted by more than 120,000 companies and rated #1 in customer satisfaction on G2. We're backed by Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and other top-tier investors. 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.

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

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

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

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
• 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
• Experience in customer support, customer operations, or another high-volume operational environment is preferred, but not required

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

The annual base salary range for this position is as follow, plus equity and benefits:

Canada: $120,000 - $150,000 CAD

The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.

We're a remote-first company with a culture of trust, autonomy, and action. As we rapidly grow, we're intentionally building communities in a handful of hub cities while continuing to hire great talent wherever they happen to live. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote #PostLI