Job Summary
Partnering with Technology and Customer Experience functions, this individual will lead a newly created Digital Order Management team with the focus on improving customer experience by leveraging cutting edge technologies to improve order management and customer experience.
The Customer Experience Systems Engineer is also responsible for implementing contact center solutions, including the design, testing, and deployment of call flows, IVRs, IVAs, click-to-call, chat, order entry automation, and automated return processing. This role requires a passion for Contact Center Cloud technologies, focusing on engineering omni-channel solutions like voice, chat, SMS, chatbots, and AI platforms. It also includes business analytics reporting, utilizing tools such as SQL, Power BI, and Salesforce.com
Responsibilities
Customer Experience Systems
- Design, evaluate, and deploy contact center solutions including IVRs, IVAs, click-to-call, chat, and automated processes for order entry and returns.
- Engineer and implement omni-channel contact center solutions integrating voice, chat, SMS, chatbots, and AI platforms.
- Monitor and report on performance, using tools like SQL and Power BI to develop actionable insights and drive continuous improvement.
- Collaborate with cross-functional teams to develop and optimize call flows and customer interaction channels.
- Oversee the deployment of automation tools to streamline customer service operations and enhance efficiency.
- Ensure seamless integration of contact center technologies with existing business systems such as ERP system, Salesforce.com.
- Participate in Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts.
- Create and support advanced automation with the goal of dramatically increasing self-service, reducing customer friction, and driving efficiency and effectiveness.
- Produces professionally written technical documentation and demonstrates excellent verbal skills as needed for interacting and communicating with agents, management, and skilled technical resources.
- Focus on customer success and customer experience during troubleshooting and resolution.
- Administration/Tracking of Users and Licensing
- Stay up to date with the latest trends and advancements in Contact Center Cloud technologies, incorporating new capabilities as needed.
Leadership & Digital Customer Support
- Empower the Digital Customer Support Team Lead and Electronic Data Interchange Team Lead to successfully manage their team of Specialists to achieve touchless order team goals
- Partner with leadership to build strategy around the digital order process and work with team leads to implement solutions.
Qualifications
Education:
Bachelor's degree in engineering, or a related field, or equivalent professional experience
Experience:
- 5+ years of experience with Contact Center Cloud technologies (IVR, IVA, AI, chatbots, omni-channel platforms).
- 3+ years of experience developing business analytics and reporting tools, preferably in an Inside Sales contact center environment, with expertise in SQL, Power BI, and Salesforce.com.
- 3+ years of experience building and managing a team
Tools & Platforms:
Proficiency in Contact Center Cloud technologies (IVR, IVA, AI, chatbots, omni-channel platforms), SQL, Power BI, and Salesforce.com.
Key Skills:
- Recommend and implement advanced campaign / IVR structure to meet expected customer experiences.
- Excellent critical thinking skills and the ability to manage multiple projects simultaneously.
- Effective communication skills with the ability to collaborate with both technical and non-technical teams.
- Excellent team leadership skills – ability to establish goals, deadlines, and hold people accountable