CX Infrastructure Analyst at Fullscript – Ottawa, Illinois

We are looking for a person who will design, evolve, and optimize the CX technology ecosystem to ensure customer experience platforms are scalable, reliable, secure, and data-informed—enabling high-quality customer experiences and efficient frontline operations.

CX platform strategy, reliability & evolution

• Own the strategy and long-term evolution of the CX technology ecosystem, including case management platforms, messaging systems, QA tools, workforce management solutions, feedback/survey platforms, and custom-built integrations.
  
  

• Ensure CX platforms are scalable by design, reliable in operation, secure, and aligned with CX, Product, and broader business priorities.
  
  

• Define and maintain a forward-looking CX tooling roadmap that balances innovation, technical debt, operational stability, and cost-effectiveness.
  
  

• Proactively identify risks related to platform stability, performance, scalability, security, or vendor dependency, and drive mitigation plans in partnership with relevant stakeholders.
  
  

• Lead root cause analysis and post-incident reviews for significant CX tooling failures, driving systemic improvements and preventative controls.
  
  

• Evaluate emerging technologies and market offerings to ensure the CX stack remains best-in-class and adaptable as business needs evolve.

Vendor & Cost Management

• Main vendor contact for relationships, licensing strategy, renewals, and cost optimization efforts for CX platforms.
  
  

• Own performance oversight of vendors, including license utilization, cost per seat efficiency, contract alignment, and SLA adherence.

Optimization & continuous improvement

• Identify and implement opportunities to improve tooling efficiency, usability, and scalability
  
  

• Reduce operational friction and agent cognitive load through thoughtful system and workflow design
  
  

• Continuously refine tooling based on usage data, feedback, and evolving business needs

• Maintain a healthy and prioritized CX tooling backlog, ensuring clear visibility into status, aging, and roadmap alignment.

Workflow, automation & agent enablement

• Design and maintain workflows, routing logic, automations, bots, and macros that scale support without compromising quality
  
  

• Optimize agent experience by ensuring tools are intuitive, efficient, and enable consistent outcomes
  
  

• Measure and improve adoption of automations and standardized workflows
  
  

Requirements intake & delivery

• Partner closely with CX, Operations, Product, and Engineering to understand needs and priorities
  
  

• Translate business requirements into clear technical solutions and deliver impactful enhancements
  
  

• Manage intake, prioritization, and execution of tooling requests in alignment with the CX Infrastructure roadmap
  
  

Data, insights & signal enablement

• Enable reliable CX metrics and signals (e.g., NPS, CES, operational KPIs) through tooling design and data integrity
  
  

• Build and maintain dashboards, reports, and system outputs used by CX and cross-functional partners
  
  

• Use data to inform tooling decisions and roadmap prioritization
  
  

Governance, security & compliance

• Ensure CX systems meet company standards for security, privacy, and regulatory compliance
  
  

• Partner with Security and Legal on audits, reviews, and risk mitigation efforts
  
  

• Maintain strong data integrity and responsible handling of customer information

• Deep administration experience in modern CX platforms (Intercom, Zendesk, or similar)
• Expertise in workflow automation, routing logic, and permissions governance
• Strong root cause analysis and systemic problem-solving skills
• Experience supporting integrations (e.g., Salesforce) and working with APIs
• Familiarity with AI/chat, QA, and WFM tooling ecosystems
• Proven ability to implement governance, documentation, and change management standards