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Company

Spring Health · 2 days ago

CX Tooling Engineer

New York, NY

Full-time

Remote

Mid Level

$105K/yr - $126K/yr

3+ years exp

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Responsibilities

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.

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.

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.

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.

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ZendeskTalkdeskWorkflow optimizationAPIsIntegrationsCustom configurationProject managementCross-functional collaboration

Required

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

Preferred

Experience with Talkdesk or other similar telephony software is a plus.

Benefits

Health, Dental, Vision benefits start on your first day at Spring Health.

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.

Company

Spring Health

Glassdoor

3.4

Spring Health provides mental health solution for employers and health plans.

Founded in 2016

New York, New York, USA

1,001-5,000 employees

https://www.springhealth.com

H1B Sponsorship

Spring Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (5)

2022 (7)

2021 (2)

2020 (3)