CX AI & Automation Lead

Remote
United Kingdom, Ireland
Workplace: RemoteFull timeEUR 79,700 - 89,650 annuallyFunction: Data Science & Machine LearningSkills: ["Communication","Stakeholder management","Documentation","Ownership","Cross-functional collaboration"]

Lead the technical and program delivery of CX automation and AI initiatives, partnering with CX leadership and cross-functional teams to scope, build, ship, and iterate end to end. Build and maintain AI agents, automated workflows, and integrations across the CX stack (including Zendesk), using APIs, webhooks, and standards such as MCP. Drive responsible AI deployment with human oversight, auditability, success metrics, and clear documentation to measurably improve customer resolution and specialist effectiveness.

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FursaFursa
Remote
Remote
2 months ago

CX AI & Automation Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead the technical and program delivery of CX automation and AI initiatives, partnering with CX leadership and cross-functional teams to scope, build, ship, and iterate end to end. Build and maintain AI agents, automated workflows, and integrations across the CX stack (including Zendesk), using APIs, webhooks, and standards such as MCP. Drive responsible AI deployment with human oversight, auditability, success metrics, and clear documentation to measurably improve customer resolution and specialist effectiveness.
Location: United Kingdom, Ireland
Workplace: Remote
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Sr. Manager level

Key Responsibilities

  • •Contribute to and lead CX automation and AI initiatives from scoping and design through production and ongoing iteration.
  • •Build and maintain AI agents and automated workflows to improve specialist effectiveness, reduce manual handling, and increase consistency across CX operations.
  • •Deploy AI capabilities responsibly by designing for failure, ensuring human oversight, and maintaining logs and auditability.
  • •Own CX tooling delivery by building and maintaining integrations across the CX stack, including Zendesk, Remote platform, REST APIs, webhooks, and MCP.
  • •Manage complex multi-phase delivery, define success metrics using CX performance data, and document deliverables and technical debt fixes.

Pay and Benefits

Salary: EUR 79,700 - 89,650 annually
Perks:Remote WorkPaid LeaveParental LeaveHealth InsuranceEquityLearning BudgetHome Office

Key Requirements

  • •Strong program management with the ability to scope complex initiatives, manage cross-functional stakeholders, and communicate clearly to non-technical audiences.
  • •Hands-on experience building automation and integration systems in a CX, support, or operations context, with a strong understanding of support workflows and what drives real resolution.
  • •Technical confidence to build, read, and debug code; design and work with APIs, webhooks, and integration standards including MCP; and develop using AI-assisted tooling.
  • •Solid experience with low-code/no-code workflow platforms such as n8n, Make, Zapier, Retool, or Gumloop to run cross-system automations.
  • •Experience deploying AI agents or AI-assisted workflows in production with failure design, human oversight, and auditability.
Skills:CommunicationStakeholder managementDocumentationOwnershipCross-functional collaboration
Languages:English
Tech Stack:Claude CodeCodexCursorN8nMakeZapierRetoolGumloopZendeskREST APIsWebhooksMCPAI agentsAutomation

Company Brief

Remote
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