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Senior Manager
Customer Experience Technology, Customer Care
Updated on 3/23/2023
Batavia, IL, USA • Newark, NJ, USA • Boulder, CO, USA
Experience Level
Desired Skills
Natural Language Processing (NLP)
  • Expert in Contact Center technologies specifically including Call Routing, IVR, and Automation
  • A team player with a “can do” attitude adept at working with others to overcome obstacles and gain alignment to achieve results
  • A customer advocate with a strong customer focus and deep passion for delivering the ultimate customer experience and satisfaction
  • A natural owner - Super reliable and thoughtful in managing your responsibilities, cares about the outcome and quality of work, and earns the trust of your colleagues
  • You are data driven, enjoy working in a egoless environment and are passionate about continuous learning and development
  • Curious and with a strong desire to understand why things are the way they are, how things work, and searches for information and answers to help evolve landscape
  • A connector of complex (often technical) information to different audiences
  • Passionate, imaginative and articulates a clear vision
  • A strong written and verbal communicator to set direction, convey updates on issues, operational status and goals during daily/weekly stand-ups and leadership reviews
  • Bachelor's degree in Business, Mathematics, Computer Science or related fields required
  • Experience and strong working knowledge with Genesys cloud is required
  • 5 years of experience with contact center technology or omnichannel operations solutions including CCaaS, CRM, ACD/IVR, Routing, Aspect/Alveria WFM and various other CX tools is required
  • The ability totravel within the United States and internationally (up to 20% of time) required
  • Experience working with and implementing APIs
  • Experience creating scripts to enable automation
  • Experience working with Voice BOT and IVR Natural Language solutions
  • Understanding of security principles
  • Ability to own and drive successful projects from start to finish
  • Working knowledge of software delivery practices (such as Agile, Scrum, Waterfall) and call center concepts including routing strategies, workforce management, management reporting, agent optimization
  • This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
  • Prolonged periods working at a desk and on a computer
  • Reading information on a computer screen and inputting data into a computer system
  • Collaborate and partner with team members from our Customer Care Operations, Workforce Management, IT / Tech teams and 3rd party vendors to identify and implement IVR/Routing and Automation solutions that help improve customer experience
  • Be our Genesys Routing and Cloud Expert to build new contact center features and logic, work with the business to ensure solutions meet our needs, are scalable and create solutions that achieve excellent customer experiences
  • Use our essential contact center technologies (Genesys, Aria, Aspect/Alveria WFM, IVR) to enhance the customer experience and improve operational efficiencies
  • Work closely with your peers to understand the Routing/IVR/Technical needs of the business, and be able to translate those needs to concise business requirements that support the design and implementation of contact center solutions
  • Be responsible for supporting system administration activities for a variety of programs and tools; this includes user provisioning and deprovisioning, profile management, access rights, and other responsibilities across a number of systems and technologies
  • Ensure system uptime, SLA performance and develop system downtime and recovery processes
  • Project management multiple complex projects
Desired Qualifications
  • Experience working in an internationally diverse organization is a plus
Hello Fresh

10,001+ employees

Food & meal kit delivery service
Company Overview
HelloFresh’s mission is to change the way people eat forever by aiming to provide every household with wholesome, homemade meals – no shopping and no hassle. The company’s meals are carefully planned, carefully sourced and delivered to the front door of each customer at the time most convenient for them.
  • Competitive Salary & 401k
  • Generous Parental leave & Flexible PTO
  • Health, vision, & dental insurance
  • 75% discount on HelloFresh Subscription
  • Snacks, coffee, & catered lunches
  • Company sponsored outings
Company Core Values
  • Speed & Agility
  • Data Drivenness
  • Learning Never Stops
  • Egoless Environment
  • Relentless Prioritisation
  • Customer Centricity
  • Long-Term Orientation
  • Come as you are