{"id":2052876,"url":"https://alion.io/job/quo-senior-operations-engineer-cx","title":"Senior Operations Engineer, CX","company":{"id":42140,"name":"QUO","domain":"quo.com","url":"https://alion.io/company/quo","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":120000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Function Calling","optional":false},{"name":"Human-in-the-Loop","optional":false},{"name":"LLM","optional":false},{"name":"Rest API","optional":false},{"name":"Structured Outputs","optional":false},{"name":"Tool Use","optional":false},{"name":"Intercom","optional":true},{"name":"n8n","optional":true},{"name":"Python","optional":true},{"name":"RAG","optional":true},{"name":"SQL","optional":true},{"name":"Twilio","optional":true},{"name":"Zapier","optional":true}],"status":"live","first_seen_at":"2026-10-05T18:38:58Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-12T15:21:28Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones. This multi-billion dollar market has been overlooked for decades, left to cobble together solutions that slow them down instead of helping them grow.\nQuo is changing that. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We’re not just building a phone system. We’re setting a new standard for how businesses connect with their customers.\nDriven by our values, we move fast, build with determination, and obsess over delivering value to the businesses that have been underserved for far too long.\nToday, Quo is trusted by more than 120,000 companies and rated #1 in customer satisfaction on G2. We’re backed by Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and other top-tier investors. It’s safe to say we’re onto something big.\nAbout the role\nWe're looking for a Senior Operations Engineer, CX to design, build, deploy, and improve the technology-enabled systems that make our customer experience operations faster, more scalable, and more reliable. This isn't a traditional software engineering role - we need a senior builder and operator who can deeply understand an operational workflow, determine the right technical approach, build or orchestrate a solution, launch it, measure the outcome, and continuously improve it. You'll sit at the intersection of CX, Operations, Product, Engineering, and Data, independently leading complex initiatives that support cross-functional and company-level goals.\nSome of the things you’ll do:\nIndependently identify, prioritize, and lead high-impact operational initiatives from discovery through launch, measurement, and iteration\nDesign, build, deploy, and maintain AI-enabled tools, agents, automations, and workflows that improve customer support and other CX operations\nTranslate complex operational processes and policies into clear system logic, prompts, tools, escalation paths, and appropriate human-in-the-loop controls\nUse APIs, webhooks, workflow platforms, internal tools, and AI platforms pragmatically to connect systems and automate end-to-end workflows\nBuild and improve LLM-powered workflows for use cases such as classification, routing, summarization, troubleshooting, suggested responses, quality assessment, and automated resolution\nPartner closely with frontline teams to understand workflow pain points and turn them into scalable systems and tooling improvements\nWork effectively with Product, Engineering, Data, Finance, and other partners, translating operational needs into clear technical requirements and helping cross-functional teams move faster\nTroubleshoot issues across integrations, prompts, workflows, and data flows, independently resolving what sits within the role and engaging Engineering when deeper product or infrastructure work is required\nDefine success measures and evaluate the impact of AI and automation through metrics such as resolution rate, accuracy, quality, handle time, escalation rate, customer satisfaction, time savings, and operational efficiency\nCreate practical evaluation methods, test cases, and quality controls to identify workflow failures, edge cases, hallucinations, and unintended customer impact\nProactively surface opportunities for AI, automation, and systems improvements rather than relying on a backlog of requests\nMaintain clear documentation, runbooks, system logic, and governance practices for the solutions you own\nStay current on emerging AI and automation capabilities and determine where they can create meaningful operational value\nProvide technical guidance, share context, and help raise the systems-thinking and execution bar across the broader CX Operations team\nAbout you\n5+ years of experience in operations engineering, automation, technical operations, solutions engineering, CX systems, RevOps, Marketing Ops, Support Ops, or a related discipline\nDemonstrated experience using AI, automation, integrations, or internal tooling to solve meaningful operational problems and ship solutions into real business workflows\nExperience owning complex initiatives independently from problem definition through implementation and measurable outcomes\nExperience partnering effectively with technical and non-technical stakeholders across multiple functions\nStrong systems thinking and the ability to translate ambiguous operational problems into clear, scalable solutions\nPractical experience working with REST APIs, webhooks, authentication, JSON, and system integrations\nStrong understanding of modern LLM capabilities, including prompting, tool use, structured outputs, human-in-the-loop workflows, and AI evaluation\nAbility to evaluate AI and automation quality, identify failure modes, and use data to determine what to improve or automate next\nStrong judgment and decision-making, including the ability to assess impact, complexity, risk, and appropriate escalation with incomplete information\nStrong cross-functional communication skills and the ability to speak comfortably with Engineering while translating technical concepts for operational and business stakeholders\nStrong project ownership, prioritization, and follow-through across multiple complex workstreams\nCustomer-focused mindset with a deep interest in improving both frontline workflows and the end-customer experience\nStrong understanding of responsible AI practices, including data privacy, access controls, auditability, evaluation, and human escalation\nExperience in customer support, customer operations, or another high-volume operational environment is preferred, but not required\nNice to have:\nPython or another scripting language for automation and tooling\nSQL, data modeling, or business intelligence experience\nExperience with Retool, Zendesk, n8n, Gumloop, Workato, Zapier, Make, or similar workflow and internal tooling platforms\nExperience with RAG, data pipelines, monitoring, logging, version control, or production support practices\nExperience with CX platforms such as Zendesk, Salesforce, Intercom, Ada, Twilio, or similar systems\nDeeper software engineering experience that enables stronger partnership with Engineering and greater independence on technically complex initiatives\nCompensation\nThe annual base salary range for this position in the US is $120,000 - $150,000 USD, and in Canada is $120,000 - $150,000 CAD, plus equity and benefits. This range is designed to align with market rates in areas where we are actively recruiting across the US and Canada.\nThe range displayed reflects the target for new hire salaries, and within this range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.\nSalary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.\nWho we are\nWe're a remote-first company with a culture of trust, autonomy, and action. As we rapidly grow, we're intentionally building communities in a handful of hub cities while continuing to hire great talent wherever they happen to live. If you're looking for a place to do your best work, we'd love to hear from you.\nAnd remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. Quo is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.\nWe are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. 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