[Hiring] CX Infrastructure Analyst @Fullscript

Role Description

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.

Responsibilities

• 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.

Qualifications

• 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.

Benefits

• Competitive Total Rewards offerings.
• RRSP plan & matching (within Canada) / 401(k) savings plan & matching (within US).
• Customizable Health Benefits.
• Flexible Paid Time Off program.
• Discounts on Fullscript catalog of products for self, family & friends.
• Training allowance and company-wide learning initiatives.
• Work Wherever You Work Well.

Compensation Range

The salary range for this role is between $90,000 CAD and $100,000 CAD. Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options, bonus, wellness stipends, or other benefits that are part of Fullscript’s total rewards package.

What to Know Before You Apply

We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page. We’re not able to respond to individual messages about open roles on email or social channels.

Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request.

All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.

We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.