CX Infrastructure Analyst

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.

 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.

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.

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

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

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

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