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CX Technology & AI Lead
Full-time
The CX Technology & AI Lead is the technical and strategic owner of Instructure's Customer Experience platform ecosystem. The role sits at the intersection of platform administration, AI-powered innovation, and CS operations, keeping CS technology running with precision while building the next generation of intelligent workflows and agentic automations that make CSMs faster, smarter, and more effective. This is not a passive admin role; they expect a builder's mindset.
What you'll do
Own the configuration, health, and continuous improvement of the CX platform ecosystem, including data integrity and integrations.
Maintain clean data flows between the CS platform and Salesforce, and build C360 views, playbooks, CTAs, and dashboards.
Design, build, and manage AI agents and automated workflows such as renewal risk detection, at-risk account alerting, and tech-touch sequences.
Evaluate and implement AI tooling, instrument agent performance, and iterate based on adoption data and outcomes.
Own the CX technology roadmap and lead enablement, documentation, and adoption.
What they're looking for
3+ years of CS platform administration (Gainsight, Totango, ChurnZero, or equivalent) at a config/admin level.
Demonstrated experience designing automated workflows, rules-based triggers, or AI-assisted processes.
Working knowledge of Salesforce and strong data fluency with complex datasets.
AI-comfortable, with hands-on experimentation with LLMs or agentic tools (e.g. Claude, n8n, Zapier AI). Fluent English required.
