Role Summary
We’re looking for an Automation & AI Engineer to join our CX TechOps team. The role focuses on designing, building, and optimizing workflows across our post‑sales tech stack, leveraging AI tools where they add real value while maintaining systems integrity.
Ideal Candidate
An engineer and systems thinker with a strong grasp of post‑sales and support workflows. They analyze processes to identify friction and design simple, scalable solutions—whether configuring an integration in Workato, writing a Python script, or deploying an AI agent. They are passionate about using emerging technologies and comfortable working with both iPaaS platforms and code.
The candidate thrives at the intersection of customer problems, data, and code. They read business requirements, map workflows, build solutions quickly, and think in terms of scale, integration, and failure. They are collaborative, communicate effectively across technical and non‑technical teams, and bridge CX strategy and technical execution.
Key Responsibilities
Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong, and Gainsight
Gather requirements from CX Operations leaders and stakeholders, documenting current-state workflows and translating business needs into technical specifications across the support lifecycle
Build and maintain integration AI solutions and workflows, including system-to-system automations across Zendesk, Salesforce, and Gainsight
Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals
Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams
Integrate third‑party AI platforms, such as Dust, and automation platforms like Workato into the CX tech stack
Ensure systems are scalable, reliable, and well‑documented
Stay current on AI trends and recommend relevant CX and support applications
What we are looking for
3‑5 years of experience in CX Operations, support engineering, or automation development, with direct exposure to post‑sales workflows
Hands‑on experience with an enterprise integration/iPaaS platform (Workato, Tines, Zapier, or similar) to build and maintain cross‑system automations
Ability to gather and document business requirements, map workflows, and communicate process changes to non‑technical stakeholders
Strong communicator who can translate complex technical solutions for non‑technical CX stakeholders
Proficiency in Python and SQL for building automations, working with APIs, and integrating AI tools
Experience using LLM APIs (e.g., OpenAI), cloud platforms (AWS or GCP), and version control (Git) tools to solve business problems
Comfortable working with APIs and automating across SaaS tools like Zendesk, Salesforce, Gong, and Gainsight
Bonus: Experience deploying internal tools with platforms like Retool, Streamlit, Slack bots, or Dust
Preferred Qualifications
Understanding of CX data structures including ticketing systems, customer health scoring, and escalation logic
Experience with process mapping, business requirements documentation, or workflow analysis (e.g., swim lane diagrams, RACI frameworks, process narratives)
Experience with support workflow automation (e.g., macros, triggers, AI deflection)
Relational data modelling experience in a data warehouse
Past experience implementing AI use cases in a customer‑facing or support environment
1Password is proud to be an equal‑opportunity employer. We are committed to fostering an inclusive, diverse, and equitable workplace that is built on trust, support, and respect.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at
[email protected].
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
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