CX Tooling Engineer

Our mission: e liminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

The CX Tooling Engineer will design, build, and operate the systems that power Spring Health’s customer experience and support operations at scale.

This role sits within Technology in the Care Division’s Engineering Department and supports production systems across Zendesk, Zendesk Contact Center built on Amazon Connect, Tray.ai, Talkdesk, Decagon and approved operational AI integrations. You will combine platform configuration, workflow automation, systems integration, and technical problem-solving to improve reliability, reduce manual work, and create durable solutions for teams operating in a regulated environment.

You will work closely with Operations, Product, Engineering, Data, Security, Legal, Compliance, and external implementation partners to translate business needs into scalable technical solutions.

This is a full-time, remote position reporting to the Senior Manager of Tooling Management. No regular travel is required; occasional travel for team and company onsites may be requested.

What you’ll do

• Design, configure, test, and maintain Zendesk architecture and extensibility, including forms, fields, triggers, automations, service-level agreements, skills, queues, views, permissions, applications, routing logic, custom data structures, integrations, and workflow automation.
• Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect, including contact flows, queues, routing profiles, phone numbers, recording, voicemail, after-hours behavior, overflow, crisis routing, and escalation paths.
• Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, document-processing services, and controlled system writeback.
• Support approved AI-enabled chat, voice, email, and agent-assist workflows by implementing eligibility rules, intent capture, verification, ticket creation, escalation, human handoff, fallback behavior, access controls, data-minimization or redaction controls where required, auditability, and operational safeguards.
• Design solutions with clear system boundaries, dependencies, data flows, and failure modes, considering scalability, reliability, security, maintainability, accessibility, and approved privacy and regulatory requirements, including requirements related to PHI, PII, recording, retention, and regional regulations.
• Monitor platform and workflow health, investigate routing defects, hidden or stale work, status conflicts, integration failures, and reporting gaps, and use operational data and root-cause analysis to implement durable corrective actions.
• Build scalable tooling, permissions, routing, integrations, and service-transition controls that support global launches, specialized teams, outsourced support partners, and round-the-clock operations, replacing brittle or duplicative configurations with standardized and reusable patterns where practical.
• Support centralized tooling intake and partner with Product, Engineering, Data, Security, Legal, Compliance, and operational stakeholders to clarify business impact, translate requests into technical requirements, identify dependencies and risks, estimate effort, define acceptance criteria, and validate outcomes.
• Coordinate with platform vendors and implementation partners on technical requirements, sequencing, dependencies, testing, issue escalation, and delivery quality, while communicating technical decisions, risks, and tradeoffs clearly to technical and nontechnical stakeholders.
• Deliver production changes with appropriate testing, monitoring, logging, alerting, validation, rollback, and recovery procedures, and maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards.

What success looks like in this role

• Assigned routing, telephony, automation, and integration workflows consistently meet established reliability and successful-execution …