CX AI & Automation Lead

Responsibilities Automation & AI Development Contribute to and lead delivery of CX automation and AI initiatives, from scoping and design through to production and ongoing iteration. Build and maintain AI agents and automated workflows that improve specialist effectiveness, reduce manual handling, and increase consistency across CX operations. Deploy AI capabilities responsibly: design for failure, ensure appropriate human oversight is built in, and maintain the logs and auditability expected in a customer-facing support environment. Stay across developments in AI and automation tooling, surface well-reasoned recommendations for your manager and the CX leadership team to evaluate. CX Tooling & Systems Own the technical delivery of CX tooling: the integrations, applications, and automated workflows that connect the platforms CX teams depend on every day. Build and maintain integrations across the CX technology stack, including Zendesk and its application framework, Remote's internal platform, REST APIs, webhooks, and emerging integration standards such as MCP, ensuring data flows correctly, triggers fire reliably, and tooling holds up under operational load. As Remote's customer and partner base grows, support the CX tooling

requirements that come with it: new channels, new integrations, increasing complexity. Programme Delivery & Documentation Manage complex, multi-phase delivery: own dependencies, communicate proactively, and bring initiatives across the line without needing to be chased. Document everything you own. Accurate, accessible documentation is part of the definition of done, not something that happens later. Identify technical debt, undocumented processes, and fragile points in the CX automation stack and address them systematically. Data & Continuous Improvement Use operational data and CX performance metrics to inform priorities and validate what is working. Build visibility into the impact of automation for CX leadership. Define success metrics for each initiative, track them, and use them to make decisions about what to iterate on and what to stop. Cross-functional Partnership Work closely with CX operations and front-line teams to understand workflow pain points, validate solutions before they ship, and support adoption after they do. Partner with engineering, product, and data teams across Remote to align on architecture and escalate when a problem needs more than automation to solve. Communicate clearly and regularly with stakeholders at all levels: operational teams, CX leadership, and cross-functional partners. Practicals You'll report to: Senior Manager, CX Business Operations Team: Customer Experience Location : For this position we welcome everyone to apply, but we will prioritize applications from the following locations as we encourage our teams to diversify; Start date: As soon as possible Application process Interview with recruiter Interview with future manager Interview with team members (no managers present) Interview with Executive Bar Raiser Interview Prior employment verification check Remote's Total Rewards philosophy is to ensure fair, unbiased

compensation and fair equity pay along with competitive

benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global

compensation strategy to remain competitive in various markets while we hiring globally. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a

compensation philosophy that guarantees pay equity and fairness. Therefore, all

compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis. The annual salary range for this full-time position is €79.700 — €89.650 EUR

Benefits Our full

benefits &

perks are explained in our handbook at remote.com/r/

benefits . As a global company, each country works differently, but some

benefits/

perks are for all Remoters: work from anywhere flexible paid time off flexible working hours (we are async ) 16 weeks paid parental leave mental health support services stock options learning budget home office budget & IT equipment budget for local in-person social events or co-working spaces How you’ll plan your day (and life) We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async . You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs. If that sounds like something you want, apply now! How to apply Please fill out the form below and upload your CV with a PDF format. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter. We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to. At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here . Please note we accept applications on an ongoing basis.

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