Senior CX Systems & Automation Architect

Scentbird Inc; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Scentbird Inc. is seeking a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience organization across Scentbird and Drift.

This role focuses on systems ownership, platform administration, AI/automation optimization, API-driven workflows, data reporting, and close collaboration with Engineering, Product, and Operations.

Responsibilities

• CX Platform Administration & Systems Ownership
• Manage full CX tech stack: Kustomer, DigitalGenius, StellaConnect/Medallia, Sprout Social, and Trustpilot
• Own workflow architecture in Kustomer – routing rules, SLA policies, conversation attributes, queue logic, team assignments, and macro management
• Lead evaluation, configuration, and rollout of platform changes, new integrations, and tooling upgrades across both brands
• Manage CX readiness for backend platform migrations (e.g., Recurly subscription management transition) including agent tooling, SOP updates, and data integrity checks
• Own the technical relationship with platform vendors - escalations

Job description

Scentbird Inc. is seeking a technically-minded Senior Manager of CX Systems & Operations to own the backend infrastructure, automation stack, and operational health of our customer experience organization across Scentbird and Drift.

This role focuses on systems ownership, platform administration, AI/automation optimization, API-driven workflows, data reporting, and close collaboration with Engineering, Product, and Operations.