Cx Tooling Specialist

TL;DR

CX Tooling Specialist (Customer Support): Administering key platforms and driving incident workflows across CX Operations, IT, Security, and Engineering with an accent on maintaining audit/compliance rigor. Focus on implementing agentic workflows, automating repetitive decision steps, and ensuring secure and productive tooling for teams.

Location: Hybrid, with the expectation of working two days per week from our offices in Mexico City.

Company

hirify.global builds products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck.

What you will do

• Own intake and triage for Site Ops requests via our Jira Customer Portal.
• Implement end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues.
• Administer and support CX tooling and adjacent applications (e.g., Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, Google Analytics).
• Execute BPO and internal lifecycle operations (onboarding, permissioning, offboarding) with strong Okta hygiene.
• Coordinate vendor escalations end-to-end and support real-time incident response for agent/customer-impacting tooling issues.
• Create and maintain high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners.

Requirements

• Hands-on experience administering CX platforms (e.g., Zendesk/SunCo): workflows, queues, routing, triggers/automations, and integrations.
• Experience supporting production-grade support environments with high availability and real-time incident response expectations.
• Proficiency with operational intake and tracking in Jira; comfortable collaborating across IT, CX, Engineering, and Security.
• Demonstrated ownership of user lifecycle and access governance for internal or BPO populations; strong documentation habits (runbooks/workflows/playbooks).
• Ability to troubleshoot agent/customer-impacting issues across chat, email, messaging, and voice channels in real time.

Nice to have

• Experience with AWS Connect or similar cloud contact center platforms.
• Experience building/implementing agentic workflows.
• Familiarity with lhirify.globalg and workforce platforms used in support orgs (e.g., training, WFM tools) and operational reporting across systems.
• Experience supporting high-volume, regulated, or 24/7 contact center environments.
• Hands-on experience with Okta or identity/access automation (Okta Workflows, SCIM provisioning, etc.) and basic scripting/automation.

Culture & Benefits

• Team is diverse not only in background and experience but also in perspective.
• Celebrate diversity and strive to create a culture of belonging.