Automation Engineer - Operations (Customer Support Tools)

Hello! We're Teya . Teya is a payment and software service provider, headquartered in London serving small, local businesses across Europe. Founded in 2019, we build easy to use, integrated tools that enable our members to accept payments and boost business performance. At Teya we believe small, local businesses are the lifeblood of our communities. We’re here because we don’t believe there’s a level playing field that gives small businesses with a fighting chance against the giants of the high street. We’re here because we see banks and legacy service providers making things harder for them. We don’t think the best technology or the best service should be reserved for those with the biggest headquarters. We’re here to fight for a future where small, local businesses can thrive, and to commit the same dedication they offer all of us. Become a part of our story. We’re looking for exceptional talent to join our mission. We offer a chance to create impact in a high-energy and connected culture, while benefiting from continuous learning opportunities, a supportive community which is proud to serve our mission, and comprehensive benefits. About the Role We're looking for a highly motivated and skilled AI Automation Engineer to join our Operations team. In this critical role, you'll be instrumental in designing, developing, and implementing intelligent automation solutions that streamline our customer support workflows and enhance the experience for our 100 customer agents. Your work will directly empower these agents to efficiently support thousands of merchants throughout Europe. Your primary focus will be on leveraging AI and automation tools to optimize processes within and around Zendesk, reducing manual effort, accelerating issue resolution, and enabling our agents to focus on more complex, high-value interactions. This is a unique opportunity to directly impact operational efficiency and customer satisfaction at scale.Key Responsibilities Design, develop, and maintain robust automation solutions and AI-powered bots to optimize operational workflows, with a strong emphasis on Zendesk and its ecosystem. Implement and manage integrations between Zendesk and various internal/external systems using iPaaS platforms such as Workato, Zuper, and similar tools. Develop custom scripts and applications in Python to extend automation capabilities, integrate disparate systems, and build bespoke AI components for operational use cases (e.g., data analysis, bot logic, sentiment analysis). Analyze existing operational processes within customer support to identify automation opportunities and propose innovative AI-driven solutions. Configure, train, and optimize AI bots (e.g., chatbots, virtual agents) within Zendesk and integrated platforms to handle routine inquiries, triage tickets, and provide real-time assistance to agents and merchants. Collaborate closely with customer support managers, agents, product teams, and data scientists to gather requirements, understand pain points, and deliver effective automation solutions. Monitor the performance of automated systems and AI bots, analyzing metrics to identify areas for continuous improvement and ensuring high reliability and efficiency. Document automation processes, integration architectures, and bot functionalities to ensure maintainability and knowledge transfer. Stay up-to-date with the latest trends in AI, automation, customer service technology, and platforms like Zendesk. Required Skills & Experience 2+ years of professional experience in automation engineering, with a proven track record of implementing operational efficiencies. Strong practical experience with Zendesk (or similar), including its API, automation rules, triggers, and reporting capabilities. Demonstrated proficiency with iPaaS platforms like Workato, Zuper, Zapier, or similar low-code/no-code automation tools. Proficiency in Python for scripting, data manipulation, API integrations, and developing automation logic. Hands-on experience in the design, development, and deployment of AI Bots (chatbots, virtual assistants) for customer service or operational use cases, including knowledge of NLP concepts. Familiarity with API integrations (REST, GraphQL) and data formats (JSON, XML). Strong analytical and problem-solving skills, with the ability to translate complex operational challenges into technical solutions. Excellent communication and collaboration skills, capable of working effectively with both technical and non-technical stakeholders. Ability to manage multiple projects concurrently and prioritize tasks in a fast-paced environment. Optional Skills (Nice to Have) AI Automation using AI Agents, MCP or similar Experience with machine learning concepts relevant to customer support (e.g., intent recognition, sentiment analysis, text classification). Knowledge of cloud platforms (AWS, Azure, GCP) and serverless functions for deploying automation components. Experience with data visualization tools to present automation impact and insights. Teya is proud to be an equal opportunity employer. We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all. If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us. Originally posted on Himalayas