Customer Experience (CX) Automation Engineer

Company: Tbwa Chiat/Day Inc
Location: San Francisco
Posted on: March 19, 2025

Job Description:

Customer Experience (CX) Automation EngineerAbout Us:We're on a mission to make it possible for every person, team, and company to tailor their software to solve any problem and take on any challenge. At Notion, we want to change this with focus, design, and craft.We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do.Notion is an in-person company, currently requiring its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).About The Role:We are looking for a highly skilled CX Automation Engineer to elevate our customer experience operations. In this role, you'll build, maintain, and optimize systems that enhance customer experience across all support channels.What You'll Achieve:

• Design, develop, and maintain API-based integrations for customer experience workflows.
• Create event-driven automations, webhooks, and scripting-based workflows to boost efficiency.
• Enhance ticket routing, agent assignment, and chatbot interactions to improve self-service options.
• Analyze SQL and data pipelines to derive insights from support performance and customer interactions.
• Implement resource allocation and scheduling automation to increase team productivity.
• Partner with cross-functional teams to improve business processes, system performance, and support experience.
• Develop and maintain technical documentation and knowledge base articles.
• Develop integrations with operational systems (e.g., Stripe).Skills You'll Need to Bring:
  • 4+ years of experience in Business Systems, Integration Engineering, or related field.
  • Experience working with REST APIs, Python, and Node.js for automation and integrations.
  • Proven expertise in automating workflows with webhooks, integrating chatbots, and leveraging middleware tools (e.g., Workato, Mulesoft, Tray.io) for seamless system integrations.
  • Demonstrated ability to optimize resource scheduling and workforce management tools.
  • Excellence in collaboration for enhancing support workflows and automation strategies.Nice to Haves:
    • Experience with AI-driven chatbot automation and natural language processing (NLP).We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply.Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law.Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $170,000-$205,000 per year.Apply for this job* indicates a required field
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Keywords: Tbwa Chiat/Day Inc, San Francisco , Customer Experience (CX) Automation Engineer, Engineering , San Francisco, California