CX Tooling Engineer
Spring Health66 · Remote
About this role
**CX Tooling Engineer** **About Spring Health** Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We’re building a world where getting support is simple, personal, and built around the person—so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. **Role Overview** The CX Tooling Engineer will design, build, and operate the systems that power Spring Health’s customer experience and support operations at scale. This role sits within Technology in the Care Division’s Engineering Department and supports production systems across Zendesk, Zendesk Contact Center (built on Amazon Connect), Tray.ai, Talkdesk, Decagon, and approved operational AI integrations. **What you’ll do** - Design, configure, test, and maintain Zendesk architecture and extensibility (forms, fields, triggers, automations, SLAs, skills, queues, views, permissions, routing logic, integrations, and workflow automation). - Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect (contact flows, queues, routing profiles, phone numbers, recording, voicemail, after-hours behavior, overflow, crisis routing, and escalation paths). - Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, document-processing services, and controlled writeback. - Support approved AI-enabled chat, voice, email, and agent-assist workflows (eligibility rules, intent capture, verification, ticket creation, escalation, human handoff, fallback behavior, access controls, data minimization/redaction, auditability, and operational safeguards). - Design solutions with clear system boundaries, dependencies, data flows, and failure modes—considering scalability, reliability, security, maintainability, accessibility, and privacy/regulatory requirements (including PHI/PII, recording, retention, and regional regulations). - Monitor platform and workflow health; investigate routing defects, hidden/stale work, status conflicts, integration failures, and reporting gaps; use operational data and root-cause analysis to implement durable corrective actions. - Build scalable tooling, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced support partners, and 24/7 operations. - Support centralized tooling intake and partner with Product, Engineering, Data, Security, Legal, Compliance, and operational stakeholders to translate business needs into technical requirements, identify dependencies/risks, estimate effort, define acceptance criteria, and validate outcomes. - Coordinate with platform vendors and implementation partners on requirements, sequencing, dependencies, testing, issue escalation, and delivery quality. - Deliver production changes with appropriate testing, monitoring, logging, alerting, validation, rollback, and recovery procedures; maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards. **What success looks like** - Routing, telephony, automation, and integration workflows consistently meet reliability and successful-execution targets. - Platform enhancements are delivered against agreed scope, acceptance criteria, te
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