Automation Engineer

About Pay Joy

Pay Joy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through Pay Joy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. Pay Joy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times.

Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Automation Engineer (Tools Specialist) bridges low-code automation and software development to power Pay Joy's CX across 9 countries. Embedded in the Global Tools team, this role owns PHP/Python APIs, Zendesk AI Agents, IVR platforms, and N8N/Make workflows - delivering AI-powered, data-driven solutions end-to-end. Strong autonomy, async communication, and cross-cultural collaboration across Brazil, South Africa, and Colombia are essential.

Responsibilities

• Design, build, and maintain chatbot flows, IVR configurations, and low-code automation workflows (N8N, Make) to automate customer interactions across 9 countries - ensuring every solution is tested, documented, and measured before and after release.
• Develop and maintain RESTful APIs used by bots and IVR systems (PHP current stack, expanding) maintenance, and managing releases via Git PR workflows.
• Contribute to the evolution of Pay Joy's Al platform - including Generative Al integrations, dynamic knowledge base management, agentic automation, and prompt engineering to continuously improve Bot Handle Rate, BSAT, and cost-per-contact metrics.
• Collaborate with CX Operations stakeholders across multiple countries and time zones to translate business requirements into technical solutions - communicating clearly in writing and meetings, and producing technical PRDs and documentation in Confluence.
• Participate in POCs for IVR platform migration (Amazon Connect, UJET) and support technical evaluation, configuration, and integration work as the team expands its cloud and CCaaS footprint.
• Operate with full end-to-end ownership: manage backlog items in Jira within Scrum ceremonies, ship solutions with unit and integration tests, monitor post-release performance, and report impact metrics to demonstrate measurable business value.

Requirements

• Software & Tools: PHP 8.x, RESTful APls (design & consumption), Postman, MySQL, Docker, Git (PR workflow, branching, releases).
• Specific Knowledge:
  Experience with conversational Al and/or IVR platforms; understanding of Generative Al concepts and agentic automation; knowledge of SOLID principles, PSR standards, and best practices for PHP; familiarity with API documentation standards; experience working in CX, fintech, or operations-embedded technical teams operating across multiple countries and cultures.
• Results Expected:
  Autonomous delivery of automation solutions end-to-end; measurable improvement in Bot Handle Rate, cost-per-contact, and BSAT metrics; well-tested, documented, and maintained code; proactive cross-functional collaboration with zero micromanagement needed; post-release monitoring and impact reporting for every solution shipped.
• Skills:
  
  Adaptive mindset with ability to operate in both proactive engineering and reactive operational modes; strong async and sync written communication; high autonomy and end-to-end ownership mentality; data-driven approach to delivery; cross-cultural collaboration across time zones; stakeholder-facing confidence; customer-centric perspective; fluent English (required).
• Desirable but not essential:
  Python, Java Scrip; N8N and/or Make (or equivalent low-code platforms), Zendesk Al Agents or similar chatbot platforms, Talkdesk or similar IVR platforms, Jira, Confluence; AWS basics (Lambda, Cloud Watch);
  Amazon Connect or UJET experience;
  Spanish or Portuguese language proficiency; experience in fintech or financial services; background in CX or BPO-embedded technical roles;

Benefits

• 100% Company-funded Health for employees and immediate family members
• Life Insurance
• Indefinite-term contract
• 20 days of vacations, unlimited sick leave
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Phone finance, headphone benefit, home office equipment…