CX Infrastructure Analyst

Ottawa, ON Toronto, ON
Permanent
Temps-plein

Il y a 1 mois

About FullscriptWe're an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.This is your invitation.Bring your ideas, your grit, and your care for people.Join us and shape the future of care.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. \nResponsibilitiesCX platform strategy, reliability & evolutionOwn 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 ManagementMain 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 improvementIdentify and implement opportunities to improve tooling efficiency, usability, and scalabilityReduce operational friction and agent cognitive load through thoughtful system and workflow designContinuously refine tooling based on usage data, feedback, and evolving business needsMaintain a healthy and prioritized CX tooling backlog, ensuring clear visibility into status, aging, and roadmap alignment.Workflow, automation & agent enablementDesign and maintain workflows, routing logic, automations, bots, and macros that scale support without compromising qualityOptimize agent experience by ensuring tools are intuitive, efficient, and enable consistent outcomesMeasure and improve adoption of automations and standardized workflowsRequirements intake & deliveryPartner closely with CX, Operations, Product, and Engineering to understand needs and prioritiesTranslate business requirements into clear technical solutions and deliver impactful enhancementsManage intake, prioritization, and execution of tooling requests in alignment with the CX Infrastructure roadmapData, insights & signal enablementEnable reliable CX metrics and signals (e.g., NPS, CES, operational KPIs) through tooling design and data integrityBuild and maintain dashboards, reports, and system outputs used by CX and cross-functional partnersUse data to inform tooling decisions and roadmap prioritizationGovernance, security & complianceEnsure CX systems meet company standards for security, privacy, and regulatory compliancePartner with Security and Legal on audits, reviews, and risk mitigation effortsMaintain strong data integrity and responsible handling of customer informationRequirements

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

Why You'll Love Fullscript

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 RangeThe 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.\nWhy FullscriptGreat work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.What to Know Before You ApplyWe'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 at accommodations@fullscript.com.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.Learn Moreon instagram

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