CX Technology & AI Lead

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.

We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

About the Role

The CX Technology & AI Lead is the technical and strategic owner of Instructure's Customer Experience platform ecosystem. This role sits at the intersection of platform administration, AI-powered innovation, and CS operations responsible for keeping our CS technology running with precision while actively building the next generation of intelligent workflows and agentic automations that make our CSMs faster, smarter, and more effective.

You will own day-to-day platform health, lead user enablement, shape the CX technology roadmap, and critically design, build, and manage AI agents and automated workflows that drive measurable improvements in retention, efficiency, and customer outcomes. This is not a passive admin role. We expect you to bring a builder's mindset to an AI-forward CX organization.

What You'll Do

Platform Ownership & Administration

• Own the configuration, health, and continuous improvement of the CX platform ecosystem including data integrity, integrations, and system performance

• Serve as the primary administrator and subject matter expert for CS platform technology; manage the backlog of enhancements, bug fixes, and user requests

• Maintain clean, reliable data flows between the CS platform and Salesforce; partner with RevOps and IT to resolve upstream data issues that affect platform accuracy

• Build and maintain C360 views, playbooks, CTAs, reports, and dashboards that give CSMs and CS leadership the signal they need to act

• Troubleshoot and resolve end-user issues in a timely manner; serve as the escalation point for platform-related problems across the CX org

AI Agents & Agentic Workflow Development

• Design, build, and manage AI agents and automated workflows that augment CSM capacity including renewal risk detection, at-risk account alerting, and tech-touch communication sequences

• Partner with CS leaders and CX Operations to identify high-value automation opportunities; translate those opportunities into scoped, production-ready agent builds

• Evaluate and implement AI tooling that integrates with our CS platform and Salesforce ecosystem; stay current on the evolving landscape of agentic AI for CX

• Instrument and monitor agent performance; iterate rapidly based on adoption data, CSM feedback, and business outcomes

• Bring a continuous innovation mindset - proactively surface ideas for how AI can reduce manual work, improve customer signals, and scale CS capacity

Enablement & Adoption

• Partner with CS Leaders & CX Operations to train end users on new platform features, AI tools, and process changes ensuring high adoption and consistent usage

• Create and maintain clear, accessible documentation for platform processes, agent workflows, and technical configurations

• Serve as an internal champion for the value of CS technology helping CSMs and leaders understand how to get the most out of the tools available to them

Technology Strategy & Roadmap

• Own the CX technology roadmap in partnership with the Sr. Manager of CX Operations including platform evaluation, capability gap analysis, and build vs. buy recommendations

• Lead discovery and requirements gathering with CS, Renewals, and Operations stakeholders to ensure platform investments are solving real problems

• Contribute to vendor evaluation processes when the organization assesses new or replacement CS platform technology

Skills You'll Bring

Required

• 3+ years of CS platform administration experience (Gainsight, Totango, ChurnZero, or equivalent) at a configuration/admin level

• Demonstrated experience designing and building automated workflows, rules-based triggers, or AI-assisted processes in a CX or SaaS environment

• Working knowledge of Salesforce (objects, fields, data model) able to understand how CRM data flows into CS platform logic

• Strong data fluency comfortable working with large, complex datasets, identifying anomalies, and translating data into operational insights

• Excellent critical thinking and problem decomposition skills; able to take ambiguous requests and drive them to a clear, buildable solution

• Experience documenting technical processes and enabling non-technical end users

• Must be fluent in English, both writing and speaking

Preferred

• Hands-on experience with AI agent platforms or agentic workflow tools (e.g., Claude, ChatGPT integrations, n8n, Zapier AI, or similar)

• Familiarity with APIs and cross-system integrations able to evaluate technical feasibility without writing production code