layiq
/la·yiq/adjective
worthy; deserving; fitting; suitable.
A role, opportunity, or path that merits attention, time, and pursuit.
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Job opportunity
CX - Specialist, Operations Automation
Ziina
Dubai
Source: Ziina careers · View original posting
Employer job description
From Ziina's posting. “We” and “our” refer to the employer.
As a CX Specialist — Operations Automation at Ziina you will:
Lead and support Level 2 and Level 3 CX specialists, providing day-to-day guidance, removing blockers, and coordinating project work to ensure priorities are delivered effectively.
Audit AI-handled conversations across priority customer journeys, identify recurring failure patterns, and turn them into concrete opportunities across Integrations, Guidance & Escalation, Content, and Automated Actions
Build and maintain a prioritised automation backlog, using customer impact, frequency, CSAT signals, effort, and risk to decide what gets worked on first
Scope and validate the data connectors AI needs to resolve more conversations independently, partnering with Engineering and Product on integrations such as transaction status, wallet balance, KYC/KYB status, card status, delivery tracking, bank processing times, and disputes
Identify repetitive, low-judgment actions agents perform after escalation and design safe ways for AI to execute them directly through automated customer journeys or API-triggered actions
- Automate internal CX workflows using tools such as Claude, n8n, and Zapier
- , including escalation routing, handoffs, status updates, reporting, and dashboard refreshes