Automation Engineer

The Automation Engineer (Tools Specialist) bridges low-code automation and software development to power PayJoy's CX across 9 countries. Embedded in the Global Tools team, this role owns PHP/Python APIs, Zendesk AI Agents, IVR platforms, and N8N/Make workflows - delivering AI-powered, data-driven solutions end-to-end. Strong autonomy, async communication, and cross-cultural collaboration across Brazil, South Africa, and Colombia are essential.

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).

• 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