Description
Not every production AI problem lives inside the core product.
Harvey’s customer-support organization is growing alongside the platform, and this CX Operations Engineer is responsible for building the technical systems that help support specialists handle increasingly complex customer issues efficiently.
The work sits above and around the standard support stack. While other team members manage Zendesk configuration and native features, this engineer owns custom integrations, automation, cross-system workflows, reporting, and the technical layer that connects support operations with Harvey’s broader infrastructure.
AI-assisted workflows are a major part of the opportunity. Relevant systems can include LLM-powered copilots, agent-assist experiences, RAG-based knowledge retrieval, automated triage, workflow agents, and internal tools designed to reduce repetitive work while keeping humans in control of customer interactions.
A good solution here has to be more than technically clever. It needs to fit how support teams actually operate, avoid introducing new friction, and produce measurable improvements in response quality, efficiency, or resolution time.
API integration skills matter because support data may move between Zendesk and internal or third-party systems. The engineer may also build reporting layers, evaluate new tools, run pilots, document automation logic, and maintain production workflows as the company scales.
Harvey is looking for someone with several years of CX operations or CX tooling experience, especially in an AI-forward environment. Hands-on familiarity with support-platform APIs, LLM copilots, RAG systems, agent-assist tools, reporting, and automation is particularly relevant.
This could appeal to someone who wants to work deeply with applied AI but prefers solving operational workflow problems over training models or building consumer-facing interfaces.
The role is listed as remote, making it one of the more location-flexible Harvey opportunities in this batch.
Curated opportunity. Please verify details and apply via the original link below. No Signals are required for this project/job.
https://www.harvey.ai/company/careers/4727eb5e-0ff2-4866-bba2-91bb43796d12