CX Business Systems Analyst (AI/CX)

Location: Remote in Canada; in-office or hybrid options may be available near company offices. Must be eligible to work without sponsorship. Travel to the corporate headquarters in Denver or other North American offices may be required.

Target base compensation: CAD 120,000–140,000 per year in most Canadian locations.

Company

hirify.global provides vertically tailored SaaS solutions, embedded payments, marketing technology, and customer experience applications for service-based businesses; EverPro serves home and field service companies.

What you will do

• Own CX technology implementations from discovery and requirements gathering through configuration, testing, launch, adoption, and optimization.
• Lead implementation and expansion of Fin and other AI-powered customer experience solutions.
• Translate business objectives, workflows, pain points, and customer journeys into scalable technology solutions.
• Develop processes, knowledge, and content for AI-powered customer service experiences.
• Implement and support customer support, customer success, knowledge management, conversation intelligence, telephony, and CRM platforms.
• Define architectures, integrations, workflows, permissions, reporting, governance, data migrations, and cross-functional project plans.

Requirements

• 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
• Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
• Strong understanding of customer support or customer success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.
• Experience designing or implementing workflows combining AI, automation, and human-assisted customer service.
• Ability to translate business requirements into scalable technology solutions.
• Excellent written and verbal communication skills, including communicating technical concepts to non-technical stakeholders.
• Ability to operate in a fast-paced environment with multiple businesses, technology stacks, and competing priorities.
• Strong attention to detail and strategic thinking about the broader customer experience.

Nice to have

• Hands-on experience with Fin or a comparable AI-powered customer service platform.
• Experience implementing AI agents, chatbots, or generative AI in Customer Support or Customer Success.
• Experience with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms.
• Experience consolidating multiple Customer Support or Customer Success organizations onto a common technology stack.
• Experience in a multi-brand, portfolio, or SaaS organization.
• Experience developing business cases and measuring ROI for CX technology and automation investments.

Culture & Benefits

• Flexibility to work in-office, remotely, or hybrid within Canada.
• Distributed collaboration across teams in the U.S., Canada, the U.K., New Zealand, and Australia.
• Annual wellness stipend and other wellness benefits.
• Three weeks of vacation to start, one paid volunteer day, and two floating holidays.
• Employee Stock Purchase Program and RRSP with a 4% company match.