CX Tooling Engineer

Summary

Join Spring Health as a CX Tooling Engineer and play a pivotal role in optimizing our support platforms, including Zendesk and Talkdesk. You will design, implement, and maintain workflows to enhance member and provider experiences. Collaborate with cross-functional teams to gather requirements and prioritize tooling enhancements. Leverage data-driven insights to identify process improvement opportunities and propose innovative solutions. Manage multiple projects, ensuring timely delivery and clear communication with stakeholders. Create and maintain documentation, and provide training to the operations team. This role offers the chance to directly impact the systems our teams rely on daily, focusing on agent efficiency, cost reduction, and exceptional care delivery. The position reports to the Sr. Manager, Tooling and Engineering and requires occasional travel.

Requirements

• 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
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• 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

Benefits

• 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