CX AI & Automation Lead

Responsibilities

• ▹Lead CX automation and AI initiatives from scoping through production and iteration
• ▹Build and maintain AI agents and automated workflows to improve specialist effectiveness
• ▹Deploy AI responsibly: design for failure, build in human oversight, maintain auditability
• ▹Build and maintain integrations across the CX stack (Zendesk, internal platform, REST APIs, webhooks, MCP)
• ▹Manage complex, multi-phase delivery and keep documentation current
• ▹Use operational data and CX metrics to inform priorities and measure impact

Requirements

• ▹A 'manager of one': sets own direction and delivers without being chased
• ▹Strong programme management alongside technical ability
• ▹Hands-on experience building automation/integration systems in a CX, support or operations context
• ▹Technical confidence: can build, read, debug code; design APIs/webhooks/MCP; uses AI-assisted dev tools (Claude Code, Codex, Cursor) daily
• ▹Solid experience with low-code/no-code platforms (n8n, Make, Zapier, Retool, Gumloop or similar)
• ▹Judgment on when automation is the right answer and when it isn't
• ▹Experience deploying AI agents/AI-assisted workflows in production
• ▹Ability to translate between operational needs and technical constraints without jargon
• ▹Documents what they build as standard practice
• ▹Fluent written and spoken English

Nice to have

• ▹Experience working in a remote-first environment

Soft skills

About the company

Remote solves the challenge of compliant global employment, enabling businesses to recruit, pay and manage international teams; fully remote across 6 continents.