Automation & Integration Engineer (CX Platforms)

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hours

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: Php 62,000 to 84,000

We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable with this salary range to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are looking for a dedicated Automation & Integration Engineer (CX Platforms) to join our International Education Customer Support team. In this role, you will design, build, and maintain code-led automation workflows and API integrations across our CX platforms (with a primary focus on Zendesk), enabling scalable operations and supporting the rollout of AI-driven support capabilities.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work® for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as an Automation & Integration Engineer? 

Reporting to the Customer Support AI Lead, your accountabilities will include:

• Design and deliver end-to-end integrations between Zendesk, Salesforce (CRM), and internal tools using APIs and webhooks.
• Build and maintain event-based automation workflows using custom code (Python and/or JavaScript) and low-code tools (e.g., n8n, Make) where appropriate.
• Embed AI-driven logic into CX workflows in collaboration with the Senior AI Engineer (e.g., intelligent routing and low-risk case automation).
• Implement required security and data-privacy controls for automations and integrations, following established guidelines, including logging/audit trails, error handling, and rollback/fallback mechanisms.
• Monitor integrations in production, troubleshoot and resolve issues (or escalate where needed), identify recurring failure patterns, and maintain clear technical documentation (e.g., runbooks and change notes) in line with governance requirements.

Please review the attached job description for further details on the role. 

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:
Essential:

• Proven ability to configure and implement automation workflows in Zendesk (e.g., triggers, automations, macros, routing rules), including API-based integrations to downstream systems.
• Strong coding ability in Python and/or JavaScript to build and maintain automations and integrations (REST APIs, webhooks, authentication, data mapping and payload transformation); practical experience using low-code tools (e.g., n8n, Make, Power Automate) for well-scoped workflows under guidance.
• Experience implementing secure and reliable multi-system integrations within established patterns, including handling rate limits, retries/backoff, idempotency, and error recovery, with attention to data privacy, logging/traceability, and rollback/fallback.
• Strong problem-solving and troubleshooting skills to diagnose integration failures (e.g., authentication issues, payload/schema mismatches, timeouts), resolve orchestration issues, and suggest improvements based on operational feedback.
• Good attention to detail and communication skills, with the ability to document implementations clearly (e.g., integration notes, runbooks, change logs) and collaborate effectively with technical and business stakeholders.

Desirable:

• Experience embedding AI-driven outputs into customer support workflows (e.g., intelligent routing, case deflection) in collaboration with AI/data teams.
• Working knowledge of Git and migration best practices for platform configuration changes and deployments.
• Awareness of Salto (or similar tools) for managing Zendesk configuration and supporting controlled deployments.
• Bachelor's degree in Computer Science, IT, or a related field (or equivalent practical experience).

As part of the selection process, the interview will include a short, live practical task.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Only applications received through the system will be reviewed on a rolling basis. The vacancy may close once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.

Please ensure to upload correct and updated details and documents as these cannot be changed once submitted. 

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