CX Tooling Engineer (AI)

Location: Remote

Salary: $105,000–$115,000 annually

Company

hirify.global is a global mental health company building an AI-native platform for personalized support across self-guided tools, coaching, therapy, medication management, and specialty care.

What you will do

• Design, configure, test, and maintain Zendesk architecture, business rules, permissions, routing, integrations, and workflow automation.
• Build and operate Zendesk Contact Center and Amazon Connect infrastructure, including contact flows, queues, routing, telephony, recording, voicemail, overflow, and escalation paths.
• Build cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, and controlled system writeback.
• Implement approved AI-enabled chat, voice, email, and agent-assist workflows with eligibility rules, escalation, human handoff, fallback behavior, access controls, and auditability.
• Monitor platform health, investigate routing and integration failures, perform root-cause analysis, and implement durable corrective actions.
• Deliver production changes with testing, monitoring, logging, alerting, rollback, recovery procedures, documentation, and runbooks.

Requirements

• 3+ years of experience administering, engineering, or operating customer-experience, contact-center, workflow, automation, or integration platforms in production.
• Hands-on experience with Zendesk configuration and architecture, plus an enterprise contact-center platform such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, or Twilio Flex.
• Experience with contact flows, queues, routing logic, phone numbers, recording, voicemail, overflow, after-hours behavior, or escalations.
• Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools.
• Experience with production workflow automation or orchestration platforms such as Tray.ai or Workato.
• Ability to troubleshoot production issues, define technical requirements, manage ambiguity, document solutions, and communicate with technical and nontechnical stakeholders.

Nice to have

• Advanced Zendesk development, including ZAF, custom objects, custom actions, Zendesk Copilot, intelligent triage, or comparable capabilities.
• Experience integrating conversational AI, large language model services, or AI-enabled support platforms.
• Experience supporting multi-country contact centers, outsourced support teams, or round-the-clock operations.
• Knowledge of call-recording consent, privacy, retention, data residency, accessibility, or regional telecommunications requirements.
• Healthcare, financial services, insurance, infrastructure-as-code, automated testing, observability, incident response, or reliability engineering experience.

Culture & Benefits

• Full-time remote position with no regular travel; occasional team or company onsite travel may be requested.
• Health, dental, and vision benefits begin on the first day; HSA and FSA plans are available.
• Employer-sponsored 401(k) match of up to 2%, paid time off, vacation, sick leave, and company holidays.
• Access to mental health care through the hirify.global network, plus parental leave after six months.
• Up to $1,000 per year for professional development and additional wellness, fertility, childcare, eldercare, and donation-matching benefits.