Partner with business leaders to set systems strategy and own prioritization for the technology that powers our Customer Experience and Support teams, focusing on telephony, routing, case management, and identity verification.
- Partner with CX leaders to establish systems and platforms strategy then turn that strategy into concrete product and process requirements, driving through to implementation
- Own prioritization and sequencing of the CX platform backlog, building a clear framework to evaluate competing requests from CX and Support leaders and frontline feedback, and explaining the tradeoffs behind each decision
- Partner with operational subject matter experts to understand current-state processes and what needs to change, then translate that into clear technical requirements and PRDs
- Partner with dedicated Enterprise Systems resources on workflow design, platform configuration, testing and QA, and launch across our core platforms, including Salesforce and Amazon Connect
- Represent CX and Support on enterprise infrastructure projects, ensuring queue, telephony, and case management infrastructure reflects how our teams are structured as that structure evolves
- Nice to have: Salesforce Service Cloud
- Nice to have: Amazon Connect
