Responsibilities
- 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.
- Develop and maintain RESTful APIs used by bots and IVR systems (PHP current stack, expanding) maintenance, and managing releases via Git PR workflows.
- 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.
- 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.
- 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.
- 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
- Software & Tools: PHP 8.x, RESTful APls (design & consumption), Postman, MySQL, Docker, Git (PR workflow, branching, releases).
- 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.
- 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.
- 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).
Nice to Have
- 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;
Additional Information
- Fluent English (required).
- Spanish or Portuguese language proficiency (preferred).
- 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.
