CX Infrastructure Analyst
Benefits
Unlimited PTO
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Cordial Technical Implementation Lead
We are a global IT service company
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Data Migration
Responsibilities:
-Scale and evolve the CX technology ecosystem, including case management platforms, messaging systems, and custom integrations.
-Proactively identify risks related to platform stability, performance, and security, and drive mitigation plans.
-Lead root cause analysis for tooling failures and evaluate emerging technologies to keep the stack best-in-class.
Vendor & Cost Management:
-Serve as the main vendor contact for relationships, licensing strategy, renewals, and cost optimization.
-Own performance oversight of vendors, including license utilization, cost efficiency, and SLA adherence.
Optimization & Enablement:
-Identify and implement opportunities to improve tooling efficiency, usability, and scalability to reduce agent cognitive load.
-Design and maintain workflows, routing logic, automations, and bots that scale support without compromising quality.
-Partner with cross-functional teams to enable reliable CX metrics and insights through tooling design and data integrity.
Fullscript
Fullscript is an industry-leading health technology company that builds tools to make care smarter and more human, helping practitioners deliver better care. The company is a growing team focused on impact, putting people first and working collaboratively.