CX Automations Engineer

We are looking for a hands-on CX Automation Engineer to drive the next technological evolution of our global support department. In this hands-on role, you will bridge high-level strategy and technical execution-shaping the vision for our support automation roadmap as well as actively building it.
You will transform operational workflows and eliminate manual friction points using cutting-edge AI agents, LLMs, and orchestration platforms, allowing our live team to focus on high-value player interactions. You will take projects from abstract concepts to production-ready automations built for global scale.
Responsibilities:
Actively build, code, and deploy automated solutions and AI agents to solve operational bottlenecks.
Architect, code, and maintain complex automated workflows and backend integrations using tools like Torq.
Design, test, and optimize prompt chains, autonomous AI agents, and custom LLM workflows.
Analyze support data to identify manual overhead and implement immediate automation solutions.
Partner with Product, R&D, CRM, and Data teams to bridge technical gaps.
Establish and track KPIs (deflection rates, cost savings, CSAT) to continuously optimize automation performance.