Senior Customer Experience Automation Specialist

Responsibilities

• Use metrics, analytics, and feedback loops to identify friction points and continuously improve CX operations at scale
• Drive improvements in processes, systems, and tooling to support customer satisfaction and internal efficiency
• Uncover actionable insights from NPS and other customer data to inform CX strategy and prioritize high-impact initiatives
• Identify gaps and inefficiencies in internal tools and workflows and lead cross-functional projects to implement solutions
• Partner with engineering and Salesforce teams to scope, prioritize, and implement automation and process enhancements
• Evaluate and implement new enablement technologies that streamline operations and enhance team productivity
• Design and document scalable internal workflows and reporting mechanisms that drive business value
• Collaborate with CX leadership to gather, structure, and interpret data for strategic planning and decision-making

Requirements

• Strong hands-on programming experience in Python for building reusable scripts and automating workflows
• Practical experience with AI automation to improve business processes, analytics, or operational efficiency
• Experience working with data pipelines, APIs, databases, or large-scale data processing systems
• Exposure to LLM frameworks and modern AI tooling such as OpenAI APIs, Hugging Face, or LangChain
• Strong data analysis skills with the ability to work independently with structured and unstructured datasets
• Working knowledge of data visualization tools such as Tableau, Power BI, or similar BI platforms
• Strong problem-solving skills and the ability to translate ambiguous business problems into technical solutions
• Excellent communication skills to explain technical findings and recommendations to stakeholders

About the Company

SolarWinds is a people-first company dedicated to helping customers accelerate business transformation with simple, powerful, and secure solutions. We foster a collaborative, innovative, and fast-paced environment where employees are empowered to lead with purpose and create lasting growth.