CX Engineer II

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The CX Engineer II will work on designing, implementing, and optimizing client onboarding experiences that drive satisfaction and retention. The CX Engineer will work cross-functionally with Product, Engineering, and Customer Success teams to ensure that every customer touchpoint is intuitive, efficient, and impactful. This role blends technical problem-solving with a deep understanding of customer needs and includes the opportunity to analyze onboarding data, build scalable solutions, and champion feedback loops that continuously improve the customer experience.

Core Job Duties

• Design prototypes and wireframes, developing visual representations of the product to test and refine ideas
• Define visual elements, product elements, and overall design
• Design, build, and optimize onboarding workflows using automation tools and customer data
• Perform tests on software products or website features to ensure functionality and improve user experience
• Collaborate cross-functionally with Product, Engineering, and Customer Success to improve customer journeys
• Analyze customer feedback and usage data to identify friction points and recommend solutions
• Implement scalable CX solutions that reduce time-to-value and improve retention
• Support technical troubleshooting during onboarding and post-launch phases
• Document processes and build playbooks for repeatable success across customer segments
• Advocate for the customer voice in product development and roadmap planning
• Lead small projects or initiatives that improve CXZ metrics like NPS, CSAT, and onboarding completion rates
• Work with engineering, frontend, and backend developers as needed
• Stay updated on industry trends and emerging technologies

Minimum Qualifications

• Bachelor's degree in Engineering, Computer Science, or related field preferred
• 5+ years in CX, onboarding, support engineering, or SaaS implementation
• Familiarity with CRM platforms, APIs, automation tools (e.g., Zapier, Workato, Power Automate)
• Ability to interpret customer data and translate insights into action
• Strong written and verbal skills for effective cross-team collaboration
• Experience managing onboarding or CX improvement projects
• Proven ability to understand and advocate for customer needs

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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