Customer Experience (CX) Automation Engineer

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

We are looking for a highly skilled CX Automation Engineer to elevate our customer experience operations. In this role, you'll build, maintain, and optimize systems that enhance customer experience across all support channels. Your work will focus on integrating tools, automating workflows, and refining support processes to create a seamless customer journey.

What You'll Achieve:

• Design, develop, and maintain API-based integrations for customer experience workflows.
• Create event-driven automations, webhooks, and scripting-based workflows to boost efficiency.
• Enhance ticket routing, agent assignment, and chatbot interactions to improve self-service options.
• Analyze SQL and data pipelines to derive insights from support performance and customer interactions.
• Implement resource allocation and scheduling automation to increase team productivity.
• Partner with cross-functional teams to improve business processes, system performance, and support experience.
• Develop and maintain technical documentation and knowledge base articles
• Develop integrations with operational systems (Stripe)

Skills You'll Need to Bring:

• 4+ years of experience in Business Systems, Integration Engineering, or related field.
• Knowledge of JavaScript, React.js, or similar scripting languages for building and enhancing user interfaces.
• Experience working with REST APIs, Python, and Node.js for automation and integrations.
• Proven expertise in automating workflows with webhooks, integrating chatbots, and leveraging middleware tools (e.g., Workato, Mulesoft, Tray.io) for seamless system integrations.
• Demonstrated ability to optimize resource scheduling and workforce management tools.
• Excellence in collaboration for enhancing support workflows and automation strategies.
• Experience developing and deploying AI and LLM-based solutions using platforms like OpenAI (GPT) and Anthropic (Claude), and integrating models such as Gemini and Llama into business systems to enable intelligent automation and enhance operational workflows.

Nice to Haves:

• Experience with AI-driven chatbot automation and natural language processing (NLP).
• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $170,000-$205,000 per year.

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