CX Tooling Engineer (Zendesk)

We are looking for an experienced CX Tooling Engineer to join our Operations Department. In this role, you will be responsible for owning and optimizing our support platforms including Zendesk, Talkdesk, and middleware tools to drive operational efficiency, create innovative solutions to enhance the Member and Provider experience, and ensure platform stability at scale. You’ll work cross-functionally across Spring Health to design and implement scalable workflows, automation, and governance models that support the needs of our rapidly evolving organization. This is an exciting opportunity to make a direct impact by improving the systems our teams rely on every day, with a focus on enabling agent efficiency, reducing operational costs, and supporting exceptional care delivery.

• Full-time.
• Reports to Sr. Manager, Tooling and Engineering
• No regular travel required; occasional travel may be requested.

Key Responsibilities:

• Zendesk & Telefony Development
• Design, implement, and maintain optimized workflows and processes within Zendesk to improve operational efficiency for the Operations Team, including AI-powered routing, automation, and self-service experiences.
• Develop and configure custom solutions in Zendesk, including automation, triggers, macros, custom apps, and middleware-based workflows (e.g., Tray.io, Zapier).
• Work with Talkdesk integrations to streamline communication processes, provide enhanced support experiences, and support global telephony operations with awareness of regional regulations and best practices.
• Stakeholder Collaboration & Cross-Functional Support
• Collaborate closely with stakeholders across Operations, Product, and Engineering teams to understand business needs, gather requirements, and prioritize requests for tooling enhancements.
• Act as a subject matter expert on Zendesk capabilities, providing guidance and best practices to stakeholders, and partnering with platform vendors (e.g., Zendesk, Talkdesk) to stay aligned on capabilities and roadmap developments.
• Innovative Problem Solving
• Use data-driven insights to identify opportunities for process improvements and automation within Zendesk, Talkdesk, and associated tooling platforms.
• Continuously explore and propose innovative solutions to complex operational challenges, enhancing team productivity and customer satisfaction, with a focus on cost reduction, scalability, and efficiency.
• Project Prioritization & Management
• Manage and prioritize multiple requests for tool updates, enhancements, and fixes, balancing day-to-day needs with longer-term strategic improvements.
• Maintain clear communication with stakeholders, setting expectations on project timelines and managing the development lifecycle, including intake triage and tooling roadmap coordination.
• Documentation & Training
• Create and maintain documentation on processes, workflows, and configurations within Zendesk and Talkdesk, ensuring transparency and governance alignment.
• Provide training and support to the Ops team on new tools and workflows, ensuring smooth adoption of updates and enhancements, and contributing to change management strategy through enablement resources and launch communications.

What success looks like in this role:

• Increased operational efficiency through automation, AI enablement, and optimized agent workflows (e.g. reduced handle time, improved first-touch resolution)
• Timely delivery of high-impact tooling projects that support cross-functional priorities and minimize business risk
• Measurable improvements in cost to operate (e.g. gross margin leverage, reduced manual effort, and streamlined platform management)
• Clear, scalable governance of CX tooling platforms

Qualifications:

• Bachelor’s degree or equivalent experience required 
• 3+ years of experience working with Zendesk, including custom configuration, workflow optimization, and automation. Experience with Talkdesk or other global telephony platforms and an understanding of international regulatory nuances is a strong plus.
• Strong proficiency in Zendesk configuration, including creating triggers, automations, and custom workflows. Familiarity with APIs (and tools like Postman) and experience integrating Zendesk with other platforms using middleware tools like Tray.io or Zapier is preferred.
• Demonstrated understanding of how AI can be leveraged to improve support operations, including use cases like ticket deflection, smart routing, summarization, or agent assistance. Experience implementing AI tooling or partnering cross-functionally on AI pilots is a strong plus.
• Demonstrated ability to innovate and create efficient solutions to complex operational challenges, with a focus on automation, agent efficiency, and risk mitigation.
• Experience working closely with multiple teams, gathering requirements, and translating them into actionable technical solutions that align with operational priorities and platform capabilities.
• Strong organizational skills and experience managing multiple projects or priorities effectively, with an ability to balance strategic and tactical workstreams.
• Excellent written and verbal communication skills, with an ability to clearly document and explain processes and updates to diverse stakeholders, and contribute to change management communications and rollout plans.
• Experience working cross-functionally in a matrix environment and engaging with external vendors.
• Proven track record in translating business needs into scalable and impactful programs and solutions 

The target base salary range for this position is $75,000 - $95,000, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.