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CX Infrastructure Analyst

1 hour, 54 minutes ago
Canada
Full-time
Lead
Technical Support Engineer
DevOps and Infrastructure
Salesforce
Apply Now
Fullscript

Fullscript

Fullscript provides a platform that enables healthcare practitioners to create personalized supplement plans and recommend professional-grade supplements to their patients, enhancing patient care and treatment adherence through convenient ordering and ...

Health Care Providers & Services
251-1K
Founded 2011
$267M raised
View All Jobs 14

Description

  • Own the strategy and long-term evolution of the CX technology ecosystem, including case management, messaging, QA, workforce management, survey, and integration tools.
  • Ensure CX platforms are scalable, reliable, secure, and aligned with CX, Product, and broader business priorities.
  • Define and maintain a CX tooling roadmap that balances innovation, technical debt, operational stability, and cost.
  • Identify platform risks related to stability, performance, scalability, security, and vendor dependency, and drive mitigation plans.
  • Lead root cause analysis and post-incident reviews for significant CX tooling failures and implement preventative controls.
  • Evaluate emerging technologies and market offerings to keep the CX stack current and adaptable.
  • Manage vendor relationships, licensing strategy, renewals, cost optimization, contract alignment, and SLA oversight.
  • Design and maintain workflows, routing logic, automations, bots, and macros that support efficient and high-quality service.
  • Partner with CX, Operations, Product, Engineering, Security, and Legal to translate business needs into technical solutions and deliver enhancements.
  • Build dashboards, reports, and system outputs that provide reliable CX metrics and support data-driven decisions.

Requirements

  • 10 years of experience.
  • Deep administration experience in modern CX platforms such as Intercom, Zendesk, or similar.
  • Strong expertise in workflow automation, routing logic, and permissions governance.
  • Proven root cause analysis and systemic problem-solving skills.
  • Experience supporting integrations such as Salesforce and working with APIs.
  • Familiarity with AI/chat, QA, and workforce management tooling ecosystems.
  • Proven ability to implement governance, documentation, and change management standards.
  • Experience ensuring systems meet security, privacy, and regulatory compliance requirements.
  • Ability to partner with Security and Legal on audits, reviews, and risk mitigation efforts.

Benefits

  • Competitive Total Rewards package.
  • Salary range of CAD $90,000 to $100,000 base salary.
  • RRSP plan and matching in Canada, or 401(k) savings plan and matching in the U.S.
  • Customizable health benefits.
  • Flexible Paid Time Off program.
  • Discounts on Fullscript products for self, family, and friends.
  • Training allowance and company-wide learning initiatives.
  • Work Wherever You Work Well remote flexibility.

Interested in this position?

Apply directly on the company website

Apply Now

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