🛠 Tech Stack

💼 About This Role

You'll design and optimize the CX technology ecosystem to ensure platforms are scalable, reliable, and data-informed. You'll own the strategy for case management platforms and drive systemic improvements through root cause analysis. This role offers the chance to shape the future of care at a leading health tech company.

🎯 What You'll Do

• Own CX platform strategy, reliability, and evolution.
• Manage vendor relationships, licensing, and cost optimization.
• Design workflows, routing logic, and automations.
• Enable reliable CX metrics and data integrity.

📋 Requirements

• 10 years experience in CX platform administration.
• Deep administration experience in Intercom or Zendesk.
• Expertise in workflow automation and routing logic.
• Experience with integrations (e.g., Salesforce) and APIs.

✨ Nice to Have

• Familiarity with AI/chat, QA, and WFM tooling.
• Proven ability to implement governance standards.

🎁 Benefits & Perks

• 💰 Competitive Total Rewards including RRSP/401(k) matching.
• 🏖️ Flexible Paid Time Off program.
• 📚 Training allowance and learning initiatives.
• 🏡 Work Wherever You Work Well remote flexibility.