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Customer Experience (CX) Automation Engineer

CX Automation Engineer to enhance customer experience operations.
Notion
On-Site
United States
USD 170,000 - 205,000
Job Description

Notion is seeking a CX Automation Engineer to improve customer experience operations. The candidate will be responsible for building, maintaining, and optimizing systems that enhance customer experience across all support channels. This involves integrating tools, automating workflows, and refining support processes to create a seamless customer journey.

What this role involves:

  • Designing, developing, and maintaining API-based integrations for customer experience workflows.
  • Creating event-driven automations, webhooks, and scripting-based workflows to boost efficiency.
  • Enhancing ticket routing, agent assignment, and chatbot interactions to improve self-service options.
  • Analyzing SQL and data pipelines to derive insights from support performance and customer interactions.
  • Implementing resource allocation and scheduling automation to increase team productivity.
  • Partnering with cross-functional teams to improve business processes, system performance, and support experience.
  • Developing and maintaining technical documentation and knowledge base articles
  • Develop integrations with operational systems (Stripe)

Requirements:

  • 4+ years of experience in Business Systems, Integration Engineering, or related field.
  • Knowledge of JavaScript, React.js, or similar scripting languages for building and enhancing user interfaces.
  • Experience working with REST APIs, Python, and Node.js for automation and integrations.
  • Proven expertise in automating workflows with webhooks, integrating chatbots, and leveraging middleware tools (e.g., Workato, Mulesoft, Tray.io) for seamless system integrations.
  • Demonstrated ability to optimize resource scheduling and workforce management tools.
  • Excellence in collaboration for enhancing support workflows and automation strategies.
  • Experience developing and deploying AI and LLM-based solutions using platforms like OpenAI (GPT) and Anthropic (Claude), and integrating models such as Gemini and Llama into business systems to enable intelligent automation and enhance operational workflows.

What this role offers:

  • Opportunity to work with a diverse and creative team.
  • Chance to make a significant impact on customer experience.
  • In person work environment with two anchor days in the office.
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Notion

Notion is a technology company focused on empowering individuals, teams, and companies to customize their software to address diverse problems. Established in 2016, Notion provides tools designed with a focus on user-centric design and functionality. Serving a wide array of clients, including notable names like Pixar, Mitsubishi, and Figma, Notion is dedicated to innovation and committed to creating a diverse and inclusive work environment. The company is experiencing rapid growth and actively seeking top-tier talent to join its team.

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