Own CX platform strategy and evolution: case mgmt, messaging, QA, WFM.
Ensure CX platforms are scalable, reliable, secure, and aligned with priorities.
Define and maintain a forward-looking CX tooling roadmap balancing innovation and cost.
Identify risks to stability, performance, security, or vendor dependency; drive mitigations.
Lead root-cause analysis and post-incident reviews for CX tooling.
Evaluate emerging CX technologies to keep the CX stack best-in-class.

🎯 Requirements

Deep admin experience in CX platforms (Intercom, Zendesk).
Expertise in workflow automation, routing logic, and permissions governance.
Strong root-cause analysis and systemic problem solving.
Experience supporting integrations (Salesforce) and APIs.
Familiarity with AI/chat, QA, and WFM tooling ecosystems.
Proven governance, documentation, and change-management standards.

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