CX Systems Lead

Responsibilities

• Own the voice platform from the CX side — configure and continuously evolve IVR design, intelligent routing, queue management, and voice bot logic. Partner with engineering on the platform migration and underlying integrations.
• Operationalize AI across the agent workspace — deploy, configure, and tune the AI tooling that augments our agents (agent assist, auto-summarization, suggested responses, intelligent triage). Drive adoption rigorously and measure what's actually moving the needle.
• Configure and scale the broader CX tech stack — Zendesk, CRM, QA, WFM, and the integrations that connect them; translate business requirements into scalable configurations that hold up as we grow.
• Run technical programs end-to-end — from scoping and vendor alignment through deployment and post-launch measurement. Build the business case for new investments and shepherd improvements from idea to production.
• Own CX systems performance and reporting — design the dashboards that track what matters (routing accuracy, AI tool utilization, deflection, system uptime), and turn the data into the next system change rather than the next report.
• Be the connective tissue across CX, Product, Engineering, and IT partners — represent CX systems in cross-functional initiatives, surface gaps proactively, and be the go-to operational expert on voice, AI tooling, and CX configurations.

Requirements

• 4+ years across CX systems, CX operations, contact center platform, or technical CX program management — and are comfortable picking up new tools, integrations, and configurations as the stack evolves.
• You've configured and optimized a voice/CCaaS platform from the operational side — AWS Connect, Genesys, Five9, Twilio, NICE, or similar — including IVR design, intelligent routing, and voice bots.
• You're operationally minded but build-oriented — you ship through configuration, low-code, and well-scoped specs.
• You're AI-native in a CX context. You've deployed agent assist, auto-summarization, chat/voice AI, or similar tooling.
• You're an analytical and creative problem solver: you dig into root causes — using Hex, SQL, Looker, Tableau, Metabase, or similar — quantify impact, and build solutions elegant enough to scale.
• You thrive in ambiguity and move fast without sacrificing quality — you know when to ship a "good enough for now" configuration and when to wait for the right architecture.
• You communicate clearly to both technical and non-technical stakeholders, and know how to influence without formal authority.

Nice-to-Haves

• Experience in healthcare, insurance, or other regulated industries with complex customer interactions.
• Experience migrating between contact center platforms.