Senior Customer Experience(CX) Automation Specialist

Overview

At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve-including our employees, customers, shareholders, Partners, and communities. We're on a journey to accelerate business transformation with simple, powerful, and secure solutions-and AI will be at the heart of this transformation.

We are seeking a Customer Experience (CX) Automation Analyst to to help modernize how customer experience workflows, data processes, and Voice of Customer programs are automated. This role will focus on using Python, SQL, APIs, AI automation, and Agentic AI to reduce manual work, improve insight generation, and help teams act faster on customer feedback and operational signals.

Your Role

As the CX Automation Analyst, you will be a hands-on technical contributor focused on building automation across CX workflows and data processes. You will work with structured and unstructured customer data, including survey responses, support cases, customer notes, product signals, and operational data. You will use Python, SQL, APIs, LLMs, AI agents, and automation tools to extract insights, classify feedback, summarize themes, and streamline repetitive CX processes.

Your Impact

You will help improve speed, accuracy, and scalability across CX operations. Your work will reduce manual reporting and analysis, automate recurring workflows, and make customer insights easier to access and act on. You will partner with CX, Data, Product, Support, Customer Success, Marketing, and Operations teams to improve customer understanding, retention, advocacy, and end-to-end experience.

Key Responsibilities

• Build Python and SQL-based workflows to extract, clean, transform, and analyze customer data.

• Use APIs to connect data from Salesforce, Qualtrics, support tools, product systems, and internal platforms.

• Automate repetitive CX processes across VoC reporting, survey analysis, tagging, routing, summarization, and insight generation.

• Apply AI, LLMs, and Agentic AI to classify feedback, detect sentiment, identify themes, and surface customer issues.

• Build scalable workflows that improve CX data quality, speed, consistency, and actionability.

• Document automation logic, data sources, assumptions, and process dependencies.

Your Experience

• 3-5 years of experience in automation, data analytics, CX analytics, data science, business operations, or a related technical analyst role.

• Strong hands-on experience with Python, SQL, and API-based data extraction.

• Experience working with structured and unstructured customer data.

• Knowledge of AI automation, LLMs, NLP, machine learning concepts, or Agentic AI use cases.

• Familiarity with Salesforce, Qualtrics, survey tools, support platforms, or customer databases.

• Strong problem-solving skills with the ability to translate technical work into business impact.