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 p

📌 CX Technology (Ciudad de México)
🏢 Instructure
📍 Ciudad de México