CX Tooling Engineer

We are looking for an experienced CX Tooling Engineer - Zendesk to join our Operations Department. In this role, you will be responsible for developing efficiencies and optimizing workflows within our Zendesk platform and other associated applications (e.g., Talkdesk), creating innovative solutions to enhance the customer and provider experience. You’ll work cross-functionally across Spring Health, ensuring our tools support the needs of our rapidly evolving organization. This is an exciting opportunity to make a direct impact by enabling our teams to operate more effectively and provide exceptional support to our users.

Key Responsibilities:

• Zendesk & Talkdesk Development
• Design, implement, and maintain optimized workflows and processes within Zendesk to improve operational efficiency for the Operations Team.
• Develop and configure custom solutions in Zendesk, including automation, triggers, macros, and custom apps.
• Work with Talkdesk integrations to streamline communication processes and provide enhanced support experiences.
• 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.
• Innovative Problem Solving
• Use data-driven insights to identify opportunities for process improvements and automation within Zendesk.
• Continuously explore and propose innovative solutions to complex operational challenges, enhancing team productivity and customer satisfaction.
• 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.
• Documentation & Training
• Create and maintain documentation on processes, workflows, and configurations within Zendesk and Talkdesk.
• Provide training and support to the Ops team on new tools and workflows, ensuring smooth adoption of updates and enhancements.

What success looks like in this role:

• Operational efficiency (e.g., first call resolution, handle times, etc)
• Project delivery timelines
• Cost to operate

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 similar telephony software is a plus.
• Strong proficiency in Zendesk configuration, including creating triggers, automations, and custom workflows. Familiarity with APIs and integrations with other platforms.
• Demonstrated ability to innovate and create efficient solutions to complex operational challenges.
• Experience working closely with multiple teams, gathering requirements, and translating them into actionable technical solutions.
• Strong organizational skills and experience managing multiple projects or priorities effectively.
• Excellent written and verbal communication skills, with an ability to clearly document and explain processes and updates to diverse stakeholders.
• Experience of working cross-functionally in a matrix environment
• Proven track record in translating business needs into scalable and impactful programs and solutions

The target base salary range for this position is $105,000 - $125,800, 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. 

Benefits provided by Spring Health:

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. All benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. HSA and FSA plans are also available.
• Employer sponsored 401(k) match of up to 2%
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• Generous paid time off, 10 sick days, 12 paid holidays throughout the year, and a 1 month sabbatical leave granted at your 4 year anniversary
• We offer parental leave up to 18 weeks, depending on your eligibility including tenure and medical situation.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.