Senior Operations Engineer, CX
Operations · Full-time
Canada · Dulles, VA, USA · Remote
USD 120k-150k / year + Equity
Posted on Oct 8, 2026
Senior Operations Engineer, CX
Remote - United States & Canada
Support
Remote
Full-time
Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones.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.
Quo 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.
Driven 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.
Today, 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.
About the role
We'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.
Some of the things you’ll do:
- Independently identify, prioritize, and lead high-impact operational initiatives from discovery through launch, measurement, and iteration
- Design, build, deploy, and maintain AI-enabled tools, agents, automations, and workflows that improve customer support and other CX operations
- Translate complex operational processes and policies into clear system logic, prompts, tools, escalation paths, and appropriate human-in-the-loop controls
- Use APIs, webhooks, workflow platforms, internal tools, and AI platforms pragmatically to connect systems and automate end-to-end workflows
- Build and improve LLM-powered workflows for use cases such as classification, routing, summarization, troubleshooting, suggested responses, quality assessment, and automated resolution
- Partner closely with frontline teams to understand workflow pain points and turn them into scalable systems and tooling improvements
- Work effectively with Product, Engineering, Data, Finance, and other partners, translating operational needs into clear technical requirements and helping cross-functional teams move faster
- Troubleshoot 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
- Define 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
- Create practical evaluation methods, test cases, and quality controls to identify workflow failures, edge cases, hallucinations, and unintended customer impact
- Proactively surface opportunities for AI, automation, and systems improvements rather than relying on a backlog of requests
- Maintain clear documentation, runbooks, system logic, and governance practices for the solutions you own
- Stay current on emerging AI and automation capabilities and determine where they can create meaningful operational value
- Provide technical guidance, share context, and help raise the systems-thinking and execution bar across the broader CX Operations team
About you
- 5+ years of experience in operations engineering, automation, technical operations, solutions engineering, CX systems, RevOps, Marketing Ops, Support Ops, or a related discipline
- Demonstrated experience using AI, automation, integrations, or internal tooling to solve meaningful operational problems and ship solutions into real business workflows
- Experience owning complex initiatives independently from problem definition through implementation and measurable outcomes
- Experience partnering effectively with technical and non-technical stakeholders across multiple functions
- Strong systems thinking and the ability to translate ambiguous operational problems into clear, scalable solutions
- Practical experience working with REST APIs, webhooks, authentication, JSON, and system integrations
- Strong understanding of modern LLM capabilities, including prompting, tool use, structured outputs, human-in-the-loop workflows, and AI evaluation
- Ability to evaluate AI and automation quality, identify failure modes, and use data to determine what to improve or automate next
- Strong judgment and decision-making, including the ability to assess impact, complexity, risk, and appropriate escalation with incomplete information
- Strong cross-functional communication skills and the ability to speak comfortably with Engineering while translating technical concepts for operational and business stakeholders
- Strong project ownership, prioritization, and follow-through across multiple complex workstreams
- Customer-focused mindset with a deep interest in improving both frontline workflows and the end-customer experience
- Strong understanding of responsible AI practices, including data privacy, access controls, auditability, evaluation, and human escalation
- Experience in customer support, customer operations, or another high-volume operational environment is preferred, but not required
Nice to have:
- Python or another scripting language for automation and tooling
- SQL, data modeling, or business intelligence experience
- Experience with Retool, Zendesk, n8n, Gumloop, Workato, Zapier, Make, or similar workflow and internal tooling platforms
- Experience with RAG, data pipelines, monitoring, logging, version control, or production support practices
- Experience with CX platforms such as Zendesk, Salesforce, Intercom, Ada, Twilio, or similar systems
- Deeper software engineering experience that enables stronger partnership with Engineering and greater independence on technically complex initiatives
Compensation
The 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.
The 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.
Salary 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.
Who we are
We'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.
And 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.
We 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. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote #PostLI
First name *
Last name *
Email *
LinkedIn URL *
Phone number *
Resume *
Click to upload or drag and drop here
Cover letter
Click to upload or drag and drop here
Why are you interested in working at Quo? *
What interests you about this particular role? *
Are you legally authorized to work in the United States or Canada without requiring sponsorship now or in the future? *
We would like to hire this role into the United States or Canada. Please confirm your current residence. *
By submitting your application, you agree that Quo will collect and process your personal data for recruiting purposes (e.g., evaluating your application, conducting interviews, and managing the hiring process). Your data will be shared with Gem Software, Inc., our U.S.-based recruiting software provider. If you are located outside the United States, your data will be transferred there with appropriate safeguards (such as standard contractual clauses under GDPR). We will keep your data only as long as necessary for recruiting. If you are in the EU/EEA you have the right to access, correct, delete, restrict, or transfer your data, and to lodge a complaint with a supervisory authority. If you are in California you have the right to know what we collect, access your data, request deletion or correction, opt out of data sharing, and not be discriminated against for exercising your rights. You can exercise your rights anytime by contacting us at recruiting-privacy@quo.com. *
Voluntary Self-Identification
To comply with government reporting requirements, we invite candidates to participate in the self-identification survey below. Your completion of this form is entirely optional, and your decision will neither influence the hiring process nor any subsequent stages. Any information you choose to share will be kept confidential and stored in a secure file. As outlined in our Equal Employment Opportunity policy, we uphold a commitment to non-discrimination based on any protected group status specified in applicable laws.
Gender
Race
Race and ethnicity descriptions
By applying you agree to Gem's terms and privacy policy.
Save your info to apply to other roles faster & help employers reach you.
Req ID: R176