Shape the future of customer experience infrastructure by leading the strategy and evolution of CX platforms. This role is responsible for ensuring technology systems—including case management, messaging, QA, workforce management, and feedback tools—are reliable, secure, and built to scale with business growth.
Key Responsibilities
- Lead the long-term vision for CX technology, guiding platform selection, integration, and innovation to meet evolving customer and operational needs.
- Develop and maintain a strategic roadmap that balances technical advancement, cost efficiency, and system stability.
- Identify and resolve risks related to performance, scalability, security, or vendor reliance through proactive planning and stakeholder collaboration.
- Conduct in-depth incident reviews to uncover root causes and implement lasting improvements in tooling reliability.
- Evaluate emerging technologies to ensure the CX stack remains effective and future-ready.
- Manage vendor relationships, including licensing, renewals, cost optimization, and service-level compliance.
- Improve system usability and reduce agent effort through intelligent workflow design, automation, and intuitive tooling.
- Build and refine routing logic, bots, macros, and automated processes that support efficient, high-quality customer service at scale.
- Collaborate with CX, Product, Engineering, and Operations teams to translate business needs into technical solutions.
- Oversee the intake and prioritization of tooling requests, aligning execution with strategic objectives.
- Ensure data accuracy and integrity across systems to support reliable reporting and KPI tracking, including NPS, CES, and operational metrics.
- Create and maintain dashboards and reports used by customer experience and cross-functional teams.
- Apply data insights to guide tooling enhancements and roadmap decisions.
- Ensure all systems comply with security, privacy, and regulatory standards in partnership with Legal and Security teams.
- Uphold strong governance practices, including documentation, change control, and access management.
Qualifications
- Extensive experience administering modern CX platforms such as Intercom, Zendesk, or comparable systems.
- Proven track record in workflow automation, routing configuration, and permissions management.
- Strong analytical skills with the ability to diagnose complex system issues and implement systemic fixes.
- Familiarity with integrating CX tools with CRM platforms like Salesforce and working with APIs.
- Knowledge of AI-driven chat solutions, quality assurance platforms, and workforce management systems.
- Experience establishing governance frameworks, documentation standards, and change management processes.
- Minimum of 10 years in a technical CX or operations infrastructure role.
Technology Environment
Intercom, Zendesk, Salesforce, RESTful APIs, AI and chat tools, QA platforms, and workforce management systems.
Compensation & Benefits
- Annual salary range: $90,000 to $100,000 CAD
- Equity through stock options
- Performance bonus and wellness stipends
- RRSP matching (Canada) or 401(k) matching (US)
- Customizable health benefits package
- Flexible Paid Time Off policy
- Access to product discounts for personal, family, and friends
- Learning stipend and professional development opportunities
- Hybrid work model with flexibility to work where you perform best
Work Mode
This role supports a hybrid work environment, with flexibility to work from a location that supports optimal performance.
Our Culture
- Stay curious and continuously seek better ways to improve care delivery
- Grow through challenges and focus on meaningful impact
- Put people—customers, colleagues, communities—at the center of decisions
- Collaborate across teams with openness and shared purpose
- Work with humility and leave ego behind
Equal Opportunity
The organization is committed to equity and inclusion in the workplace. Candidates requiring accommodations during the hiring process are encouraged to contact the company for support.
