Description:
We are seeking a technical leader to coordinate and lead a dynamic team supporting internal tools and automation solutions. In this hands-on role, you will drive technical excellence while collaborating with business stakeholders to deliver scalable automation solutions that enhance operational efficiency across Customer Experience, Operations, and Customer Success departments.
Key Responsibilities
- Team Leadership & Coordination: Coordinate and lead the day-to-day work of a technical team, ensuring effective delivery of internal tools and automation solutions while fostering a collaborative and high-performing team environment.
- Hands-On Technical Contribution: Act as a hands-on contributor while supporting team members in designing, developing, and maintaining reliable, scalable applications and automations.
- System Integration & Maintenance: Support and maintain system integrations and workflows across platforms (e.g., Zendesk, Jira, WorkBench, People Assignment Manager), ensuring smooth data flow and optimal operational effectiveness.
- Stakeholder Collaboration: Collaborate with business stakeholders to understand process needs, gather technical requirements, and deliver practical automation solutions using low-code platforms or custom development.
- AI & Automation Innovation: Contribute to the organization's automation and AI initiatives by identifying opportunities for workflow improvements, including AI-based enhancements like ticket summarization and task automation.
- Technical Standards & Documentation: Promote and enforce technical best practices and documentation standards to ensure maintainability, security, and knowledge sharing across the team.
- Technical Planning & Architecture: Participate in technical planning discussions, helping to evaluate build vs. buy decisions and providing input into system architecture under the guidance of senior technical leadership.
- Performance Monitoring & Optimization: Monitor the performance of applications and automations, proactively addressing issues and implementing improvements based on data and feedback.
- Cross-Functional Partnerships: Collaborate with IT, Procurement, and Security teams on vendor tools and platforms, assisting with technical evaluations and ensuring compliance with internal standards.
Required Qualifications
- 5+ years of experience in software development, systems engineering, or automation engineering roles
- 3+ years of proven leadership or team coordination experience
- Strong proficiency in at least one programming or scripting language (e.g., Python, JavaScript, Go, etc.)
- Experience with API development, integrations, or workflow automation
- Demonstrated ability to design and maintain scalable, reliable systems
- Strong problem-solving skills and ability to work independently with minimal supervision
- Excellent communication skills with ability to work effectively with both technical and non-technical stakeholders
- Experience with cloud platforms (AWS, Google Cloud or Azure).