Job Description

In the role of Technical Customer Support - Digital Transformation PM your work will be one of discovery and execution. You lead with data and have the ability to build business cases and help prioritize which digital workflows would be most beneficial to driving effortless customer experiences. Your work will help us answer key questions, including how to drive more efficient and effective digital and direct customer support experiences, improve overall cost to serve metrics, achieve both short and long term business objectives, optimize support channel efficiency, and better measure our support operations and sentiment performance. You will be responsible for putting these insights into action through your hands on expertise and execution using CCAAS platform tooling. You will also lead discussions and drive alignment with technical as well as non-technical audience(s). 

Responsibilities:

• Define and drive chatbot and voice IVR strategy targeted at driving self-service/automation of high volume/low effort interactions

Administrative duties in managing the CCAAS platform, including role defined user access, onboarding of new users & basic training on usage.

• Implementation of cross channel digital workflows (voice/chat/messaging, etc)

• Optimize initiatives that result in reduced customer effort within chatbot and increased customer sentiment scores based on feedback from customer insights and CCAAS analytics

• Create and maintain a roadmap for A/B tests to help increase sales and self-service conversion and increased user engagement

• Employ voice of customer insights from surveys, usability testing and contact center operations to inform digital strategy and product roadmaps

• Drive operational excellence initiatives with a data centered approach to ensure consistent and effective performance

• Collaborate with engineering and other cross-functional teams to scale, optimize and automate processes

• Drive the development of self-service tooling to empower customers to resolve issues on their own and with minimal effort

Qualifications

Requirements:

•BA/BS from accredited institution

•2+ years of hand on experience in design, configuration, development, and support of conversational IVR’s using CCAAS platform tooling

•5+ years of experience in contact center operations

•Excellent written and verbal communication skills 

•Entrepreneurial attitude and spirit - should be able to think and build business use cases by analyzing data 

•Curious, organized, detail oriented, and excellent project management skills

•PMP or Six Sigma certification (nice to have)