CX Automation And AI Engineering Lead

What were looking for

CX Automation & AI Engineering Lead will lead the design and implementation of scalable support systems and intelligent automation. This role requires fluency in backend development, AI tool integration, and system architecture to power exceptional customer experiences across digital and community channels.

Responsibilities

• Architect and implement automation workflows that reduce manual workload, accelerate resolution times, and enhance customer efficiency.
• Build, deploy, and continuously optimize AI-powered chatbots, virtual agents, and agent-assist capabilities to improve customer engagement and agent productivity.
• Integrate APIs across support platforms (e.g., Telegram, X/Twitter, GitHub, Zendesk, Intercom, Salesforce Service Cloud) and backend systems to enable seamless and intelligent interactions.
• Organize, structure, and index knowledge assets to fuel AI tools, agent assist, and customer self-service capabilities.
• Ensure solutions are built for scale, resilience, and global high-volume use while embedding security and compliance requirements at every step.
• Partner closely with IT, Security, Product, and Content teams to align automation with product roadmaps and safeguard customer trust.
• Evaluate, onboard, and manage external platforms and vendors, ensuring performance, compliance, and cost-effectiveness.
• Lead the full lifecycle of automation initiatives—scoping, prioritization, delivery, and continuous improvement.
• Analyze customer interaction data, automation metrics, and AI performance to refine solutions and demonstrate measurable business value.
• Champion a customer-first mindset, ensuring every technical decision enhances the overall experience and addresses real client needs.

Qualifications

• Proven track record in CX engineering leadership, system integration, and automation delivery.
• Hands-on experience in backend programming (Java, Python, JavaScript/Node.js, TypeScript), with experience in workflow orchestration, agentic AI, and retrieval-augmented generation (RAG) pipelines.
• Familiarity with major CX platforms (Zendesk, Intercom, Salesforce Service Cloud preferred), with the ability to extend and customize integrations.
• Deep understanding of SaaS ecosystems and cloud-native environments, ensuring scalability and resilience.
• Strong ability to leverage data and analytics to evaluate automation ROI and drive iterative improvements.
• Effective cross-functional communicator, able to influence and align technical and non-technical stakeholders.
• Comfortable operating independently in a fast-paced, decentralized, and innovative environment.
• Professional English fluency required; Russian is a plus.
• Experience in customer-facing or service industry environments, with empathy for client needs and structured support processes.

TON Foundation is an equal opportunity employer.