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. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
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 Lead, 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
- 6+ 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.
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice