CX Data & Automation Engineer

Analyze support data and identify automation and improvement opportunities across the support ecosystem.

Translate insights into prioritized recommendations and implement changes to reduce ticket volume, improve customer satisfaction, and enhance SLA adherence.

Build and optimize data pipelines, reporting tools, and support rollout of AI and automation initiatives, including experimentation and continuous improvement cycles.

3–7 years of experience in data analytics, analytics engineering, or CX analytics.

Strong SQL and data modeling skills; experience with support platforms like Zendesk or similar.

Experience building dashboards using tools such as Power BI or Tableau.

Familiarity with APIs, automation workflows, and working knowledge of Zendesk configuration.

Experienced in combining data analysis with hands-on execution to drive measurable operational improvements in customer support.

Skilled at synthesizing customer interaction data into actionable insights to prioritize initiatives aligned with AI customer experience roadmaps.

Capable of communicating clearly with both technical and non-technical stakeholders to influence decision-making and drive adoption of improvements.