Senior CX Systems Engineer, AI & Automation

About the role

At Upside, we are on a mission to revolutionize physical commerce by leveraging the efficiencies of online retail. The Senior CX Systems Engineer will play a pivotal role in enhancing our Consumer Operations by designing and managing automated systems and AI workflows that cater to the needs of our users and business partners. This position offers an exciting opportunity to work at the intersection of technology and customer experience, driving innovation in our operational processes.

Key facts

What you'll do

• Design and implement AI-powered workflows that enhance the capabilities of support teams and elevate customer service standards.
• Integrate large language model (LLM) platforms, such as OpenAI and Claude, to automate routine tasks and increase the productivity of support agents.
• Improve the functionality of chatbots by enhancing knowledge integration and automating workflows to provide seamless user experiences.
• Collaborate closely with teams across Consumer Operations, Product, and Engineering to identify inefficiencies in manual processes and devise effective solutions.
• Develop and oversee backend services, APIs, and integrations for various tools, including Zendesk, Retool, and Slack, to streamline operations.
• Create and maintain dashboards and reporting tools to monitor operational performance metrics and analyze trends in customer experience.
• Conduct thorough analyses of support data to refine automation strategies and assess the effectiveness of newly implemented tools.
• Engage in continuous improvement initiatives to ensure that our systems evolve in line with user needs and technological advancements.

Requirements

• A minimum of 5 to 8 years of experience in software engineering, preferably in dynamic and fast-paced environments.
• Strong programming skills in Python, SQL, and either JavaScript or TypeScript.
• Proven experience in building backend services, APIs, and executing third-party integrations via webhooks.
• Hands-on experience with large language model platforms like OpenAI or Claude is essential.
• Familiarity with developing or enhancing chatbot functionalities and AI-driven workflows.
• Proficient in managing operational or analytical datasets and deriving insights from them.
• Excellent communication skills to facilitate collaboration across Operations, Product, and Engineering teams.

Nice to have

• Experience with tools such as Zendesk, Retool, Snowflake, Hex, or Looker would be advantageous.
• A background in fintech, marketplaces, or Software as a Service (SaaS) is a plus.
• Knowledge of AWS services and serverless architecture can enhance your candidacy.
• Familiarity with prompt engineering, LLM evaluation, and the development of internal tools is desirable.

Skills & tools

• Proficient in Python, JavaScript, TypeScript, SQL, MySQL, and React.
• Experience with AWS services, including Lambda, API Gateway, DynamoDB, EventBridge, and CloudWatch.
• Familiarity with data warehousing solutions like Snowflake, as well as tools like Zendesk, Retool, Terraform, and GitHub Actions.
• Knowledge of AI platforms such as OpenAI and Claude to drive automation initiatives.

Practical notes

• Employees enjoy a comprehensive benefits package that includes medical, dental, and vision coverage starting from day one, along with a 401(k) plan, equity options, unlimited paid time off, 10 federal holidays, and a week-long winter break.
• Additional perks include a learning stipend for professional development, lunch reimbursement for days spent in the office, and support for family planning.
• For individuals requiring accessibility accommodations during the application process, please reach out to accommodations@upside.com.
• This position is an internal search; we kindly request that recruiters or agencies refrain from submitting candidates.

Join us at Upside and be part of a team that is transforming the landscape of physical commerce through innovative technology and exceptional customer experiences. We look forward to your application!

About the company

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