Automation Engineer
Responsibilities
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Design, build, and maintain chatbot flows, IVR configurations, and low-code automation workflows (N8N, Make) to automate customer interactions across 9 countries - ensuring every solution is tested, documented, and measured before and after release.
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Develop and maintain RESTful APIs used by bots and IVR systems (PHP current stack, expanding) maintenance, and managing releases via Git PR workflows.
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Contribute to the evolution of PayJoy's Al platform - including Generative Al integrations, dynamic knowledge base management, agentic automation, and prompt engineering to continuously improve Bot Handle Rate, BSAT, and cost-per-contact metrics.
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Collaborate with CX Operations stakeholders across multiple countries and time zones to translate business requirements into technical solutions - communicating clearly in writing and meetings, and producing technical PRDs and documentation in Confluence.
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Participate in POCs for IVR platform migration (Amazon Connect, UJET) and support technical evaluation, configuration, and integration work as the team expands its cloud and CCaaS footprint.
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Operate with full end-to-end ownership: manage backlog items in Jira within Scrum ceremonies, ship solutions with unit and integration tests, monitor post-release performance, and report impact metrics to demonstrate measurable business value.
Requirements
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Software & Tools: PHP 8.x, RESTful APls (design & consumption), Postman, MySQL, Docker, Git (PR workflow, branching, releases).
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Specific Knowledge: Experience with conversational Al and/or IVR platforms; understanding of Generative Al concepts and agentic automation; knowledge of SOLID principles, PSR standards, and best practices for PHP; familiarity with API documentation standards; experience working in CX, fintech, or operations-embedded technical teams operating across multiple countries and cultures.
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Results Expected: Autonomous delivery of automation solutions end-to-end; measurable improvement in Bot Handle Rate, cost-per-contact, and BSAT metrics; well-tested, documented, and maintained code; proactive cross-functional collaboration with zero micromanagement needed; post-release monitoring and impact reporting for every solution shipped.
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Skills: Adaptive mindset with ability to operate in both proactive engineering and reactive operational modes; strong async and sync written communication; high autonomy and end-to-end ownership mentality; data-driven approach to delivery; cross-cultural collaboration across time zones; stakeholder-facing confidence; customer-centric perspective; fluent English (required).
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Desirable but not essential: Python, JavaScrip; N8N and/or Make (or equivalent low-code platforms), Zendesk Al Agents or similar chatbot platforms, Talkdesk or similar IVR platforms, Jira, Confluence; AWS basics (Lambda, CloudWatch); Amazon Connect or UJET experience; Spanish or Portuguese language proficiency; experience in fintech or financial services; background in CX or BPO-embedded technical roles;
Benefits
- 100% Company-funded Health for employees and immediate family members
- Life Insurance
- Indefinite-term contract
- 20 days of vacations, unlimited sick leave
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Phone finance, headphone benefit, home office equipment allowance and wellness perks
- Catered lunches
Skills
As published by lever · 8 questions · 1 written answer
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn (optional) URL, GitHub (optional) URL, Other website
Short answers (2)
- If you selected "No", please enter your preferred name. (If you selected "Yes", you may leave this field blank) optional
- What is your salary gross expectation (in the local currency and monthly/year amount). Please, consider the other benefits mentioned too.
Pick from a list (5)
- Is your preferred name the same as your legal name? optional
- This role is expected to be on site Monday, Wednesday and Thursday. Are you able to commit to that schedule? optional
- Please list your current location optional
- If you are not located in the city where this role is based, are you able to relocate? optional
- Please assess your English proficiency. optional
Written answers (1)
- Do you have any family or personal connection with current or former employees at PayJoy? If yes please specify the name and relationship.