CX Data & Automation Engineer

Job Title: CX Data & Automation Engineer

Location: Pune (Hybrid)

Permanent - Full Time

About us

Cyncly is a global technology powerhouse with 2,800+ employees and 70,000+ customers across 100+ countries and 46+ offices. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly offers over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.

About the Role

• Your role is to turn raw support data into action.
• You will identify opportunities for automation and improvement, translate insights into prioritized recommendations, and help implement changes directly across the support ecosystem.
• You will focus on delivering measurable outcomes such as reduced ticket volume, improved customer satisfaction and improved and consistent adherence to SLA whilst significantly contributing to operating efficiency and cost to serve.
• This is not a traditional analytics role — you are expected to actively shape outcomes by combining analysis with hands-on execution.

Key Responsibilities

Work closely with the AI CX Lead to prioritise, shape and execute against the AI customer experience roadmap.

Data Extraction & Engineering

• Extract and maintain datasets from Zendesk and related systems
• Build and optimise data pipelines into reporting and collaboration tools
• Ensure data quality, structure and accessibility

Analysis & Insight Generation

• Analyse ticket drivers, trends and behaviours across products
• Identify automation and deflection opportunities
• Segment data to uncover high-impact insights
• Synthesise customer interactions into clear Voice of Customer themes and experience insights

Translating Insight into Action

• Translate analysis into clear, prioritised recommendations
• Build a pipeline of improvement opportunities
• Quantify impact (volume, effort, return)
• Communicate insights clearly to technical and non-technical stakeholders to drive prioritisation

Implementation & Experimentation

• Implement improvements via Zendesk configuration, automation workflows and APIs
• Support rollout of AI and automation initiatives
• Design and run structured experiments to validate improvements and measure impact

Reporting & Continuous Improvement

• Build dashboards and reporting on performance and opportunities
• Feed insights into the AI CX roadmap
• Drive ongoing optimisation cycles

Experience and Skills

• 3–7 years in data analytics, analytics engineering or CX analytics
• Experience with support platforms (Zendesk or similar) desirable
• Strong SQL and data modelling skills
• Experience building dashboards (Power BI, Tableau, etc.)
• Familiarity with APIs and automation workflows
• Ability to analyse customer journeys to identify friction points and improvements
• Strong data storytelling and ability to present insights in a clear, compelling way

Working for Us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - Come join us.