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Staff AI TechOps Lead
Full-time
At 1Password, we believe in equipping our Customer Experience teams with the most innovative tools, processes, and insights possible, supported by modern AI capabilities. We're looking for an Automation & AI Engineer to join our CX TechOps team who excels at designing, building, and optimizing workflows and systems across our post-sales tech stack. You will bring AI tools to bear where they create real leverage, while remaining grounded in the systems thinking and integration fundamentals that make solutions durable and scalable.
This is a hands-on, cross-functional role for someone who is excited by the opportunity to bring engineering rigor to CX Operations. You'll work closely with the post-close teams (onboarding & implementation, customer success, customer engagement, support) and CX ops teams to turn ideas into scalable solutions that drive efficiency, improve customer outcomes, and elevate the post-sales experience. This position is remote and open to applicants based in North America.
What we are looking for
An engineer and systems thinker at heart with a strong grasp of post-sales and support workflows. You understand how to analyze a process, identify where friction lives, and design solutions that are simple, scalable, and maintainable — whether that means configuring an integration in Workato, writing a Python script, or deploying an AI agent in Dust. You thrive at the intersection of customer problems, data, and code.
3+ years of experience in CX Operations, support engineering, or automation development, with direct exposure to post-sales workflows
Hands-on experience with an enterprise integration/iPaaS platform (Workato, Tines, Zapier, or similar) to build and maintain cross-system automations
Ability to gather and document business requirements, map workflows, and communicate process changes to non-technical stakeholders
Proficiency in Python and SQL for building automations, working with APIs, and integrating AI tools
Experience using LLM APIs, cloud platforms (e.g. AWS or GCP) and version control (Git) to solve business problems
Comfortable working with APIs and automating across SaaS tools like Zendesk, Salesforce, Gong, and Gainsight
Bonus: experience deploying internal tools with platforms like Retool, Streamlit, Slack bots, or Dust
Understanding of CX data structures including ticketing systems, customer health scoring, and escalation logic
Experience with support workflow automation (e.g. macros, triggers, AI deflection) and process mapping
Past experience implementing AI use cases in a customer-facing or support environment
What you can expect
Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong and Gainsight
Gather requirements from CX Operations leaders, documenting current-state workflows and translating business needs into technical specifications
Build and maintain integrations and workflows, including system-to-system automations across Zendesk, Salesforce, and Gainsight
Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals
Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams
Integrate third-party AI platforms, including tools like Dust and automation platforms like Workato, into the CX tech stack
Ensure systems are scalable, reliable, and well-documented
Stay current on AI trends and recommend relevant CX and support applications
