CX Systems Strategist — AI-Driven Customer Experience Remote

EverCommerce; Canada; Remote; CAD 120,000 - 140,000; Full time

Benefits offered by this job

Flexible work location

Wellness stipend

Vacation + floating holidays

Volunteer day

Employee stock purchase

RRSP with company match

Job summary

EverCommerce, a leading service commerce platform, seeks a Customer Experience Systems Strategist to own CX technology strategy across EverPro brands. You will implement, optimize, and scale fintech and AI-powered CX tools, collaborating with CX leaders to translate business needs into robust, automated solutions.

You will guide deployments, migrations, and governance, ensuring seamless customer journeys while advancing operational efficiency across a distributed, remote-Canada team.

Qualifications

• 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
• Hands-on experience with Fin or a comparable AI-powered customer service platform strongly preferred.
• Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
• Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.
• Experience designing or implementing workflows that combine AI, automation, and human-assisted customer service.
• Demonstrated ability to translate business requirements into scalable technology solutions.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts to non-technical stakeholders.

Responsibilities

• Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization.
• Lead implementations and expansion of Fin and other AI-powered Customer Experience solutions across our portfolio.
• Partner with CX leaders and Ops partners to understand business objectives, pain points, workflows, and customer journeys and translate them into technology solutions.
• Help teams develop the processes, knowledge, and content required to successfully deploy AI-powered customer service experiences.
• Own or support implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.
• Define implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.
• Lead data migration and system consolidation efforts when businesses transition from one CX platform to another.
• Manage multiple cross-functional initiatives simultaneously and maintain clear project plans, dependencies, risks, decisions, and stakeholder communications.
• Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences while increasing operational efficiency.

Skills

5+ years cx SaaS

Fin AI-powered CX

Implementations leadership

CX operations knowledge

AI and automation

Effective communication

fast-paced multi-stack work

Tools

Fin

Zendesk

Salesforce Service Cloud

Planhat

ChurnZero

Job description

EverCommerce, a leading service commerce platform, seeks a Customer Experience Systems Strategist to own CX technology strategy across EverPro brands. You will implement, optimize, and scale fintech and AI-powered CX tools, collaborating with CX leaders to translate business needs into robust, automated solutions.

You will guide deployments, migrations, and governance, ensuring seamless customer journeys while advancing operational efficiency across a distributed, remote-Canada team.