Why This Job is Featured on The SaaS Jobs
This Systems Engineer role sits at a core SaaS intersection: customer experience delivery driven by automation, data, and product signals. The remit spans customer lifecycle workflows and “agentic” journeys, reflecting how modern B2B SaaS companies are moving beyond ticketing and playbooks toward orchestrated, system-led interactions. The tooling mix referenced, including integration platforms, internal apps, and LLMs, also signals a workflow-first approach where CX outcomes are increasingly engineered rather than manually executed.
For a SaaS career, the role builds durable leverage in designing automations that touch GTM systems end to end. Ownership of use case discovery, workflow architecture, and integration quality provides exposure to the mechanics of scaling customer-facing operations without proportionally scaling headcount. The emphasis on testing pre-release functionality and producing prototypes that may inform product direction is particularly relevant for professionals who want to operate close to the product surface while remaining rooted in systems and data.
This position best fits someone who prefers ambiguous problems, translates stakeholder intent into resilient systems, and enjoys iterating on real-world usage rather than one-off builds. It aligns well with mid to senior practitioners who want cross-functional influence across CS, RevOps, and Product while staying hands-on with automation engineering.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Gong is searching for a CX Automation Systems Engineer to help us build customer-facing intelligent workflows, creating an agentic customer journey. In this role, you'll be part of a team creating automations that elevate the customer experience by delivering timely and relevant information, resources, and calls to action. You will partner with various other teams including Outcomes, Customer Success, RevOps, and Product.
RESPONSIBILITIES
You will own the design and development of automation projects serving our customers. Your main responsibilities will include:
- Identifying and Prioritizing High-Impact Use Cases: You will uncover high-leverage opportunities across the customer lifecycle and prioritize which automation initiatives to build.
- Designing and Implementing End-to-End Workflows: You will use tools like Workato, Retool, LLMs, and Gong to embed AI into customer-facing workflows so the right insight or action happens at the right moment, without manual intervention.
- Building & Fine-Tuning Solutions: You will focus on the technical build of AI-driven tools, including defining, iterating, and optimizingintegrations with GTM systems, managing data retrieval, and ensuring solutions can handle rapid scaling across internal and external users.
- New Feature Integration: You will serve as the technical expert for integrating and testing pre-release and new product functionality. Your successful technical builds may become prototypes for future core product features.
- Cross-Functional Collaboration: You will partner with stakeholders across the organization to validate technical requirements, test prototypes and integrations, and ensure seamless, high-quality deployment of automations within the broader Gong ecosystem.
QUALIFICATIONS
- 5+ years of hands-on experience in Business Systems, GTM engineering, Data/Analytics engineering, Solutions Engineering, or a similar role in high-growth B2B SaaS.
- Automation Expertise: You have a proven track record of building and deploying automations, with significant experience using platforms like Workato, n8n, or Retool.
- Passion for Technology: You can evaluate emerging AI and automation technologies and determine where they create real business leverage versus noise.
- Systems Architecture: You understand how data moves across complex systems and can design solutions that maintain data integrity and system performance.
- Problem-Solving: You are adept at identifying inefficiencies and developing creative, scalable solutions.
PERKS & BENEFITS
- We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
- Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program to help you invest in your future.
- Education & learning stipend for personal growth and development.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support you and your family.
- Company-wide recharge days each quarter.
- Work from home stipend to help you succeed in a remote environment.
The annual salary hiring range for this position is $120,000-$180,000 USD.
Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.
We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.
Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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