Cx Infrastructure Analyst

TL;DR

Cx Infrastructure Analyst: Designing and optimizing the CX technology ecosystem to ensure customer experience platforms are scalable, reliable, and secure with an accent on enabling high-quality customer experiences and efficient frontline operations. Focus on improving tooling efficiency, usability, and scalability.

Location: Ottawa, ON / Kelowna, BC / Toronto, ON / Remote

Salary: $90,000 CAD and $100,000 CAD

Company

hirify.global is a health technology company on a mission to help people get better by providing a platform for practitioners to access products and deliver better care.

What you will do

• Own the strategy and long-term evolution of the CX technology ecosystem, including case management platforms, messaging systems, QA tools, workforce management solutions, and feedback/survey platforms.
• Identify and implement opportunities to improve tooling efficiency, usability, and scalability.
• Design and maintain workflows, routing logic, automations, bots, and macros that scale support without compromising quality.
• Partner closely with CX, Operations, Product, and Engineering to understand needs and priorities.
• Enable reliable CX metrics and signals through tooling design and data integrity.
• Ensure CX systems meet company standards for security, privacy, and regulatory compliance.

Requirements

• Deep administration experience in modern CX platforms (Intercom, Zendesk, or similar).
• 10 years experience.
• 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.

Culture & 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 hirify.global catalog of products for self, family & friends.