Job Description

About the role

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.

Some of the things you’ll do

• Independently identify, prioritize, and lead high-impact operational initiatives from discovery through launch, measurement, and iteration
• 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
• Partner closely with frontline teams to understand workflow pain points and turn them into scalable systems and tooling improvements
• 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
• Maintain clear documentation, runbooks, system logic, and governance practices for the solutions you own
• 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

About you

• 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
• Experience partnering effectively with technical and non-technical stakeholders across multiple functions
• Strong systems thinking and the ability to translate ambiguous operational problems into clear, scalable solutions
• Practical experience working with REST APIs, webhooks, authentication, JSON, and system integrations
• 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

Nice to have

• 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

Compensation

The annual base salary range for this position in the US is $120,000 - $150,000 USD, and in Canada is $120,000 - $150,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.

The range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.

Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.