Position Summary: 

The Customer Experience Engineer will partner with the leaders of the technology and contact center business units to deliver customer-facing value.  This candidate will leverage interpersonal and cross-functional skills, product expertise and various technologies to ensure back-end technologies and processes validate and optimize our internal and external customers’ front-end needs and overall experience.

The ideal candidate has a history of success in collaborating with internal stakeholders, using data-driven insights to influence decisions and developing permanent process-driven solutions. This person will be focused on measuring and managing the department to service metrics and supporting inquiries from both external and internal customers.

This is a hybrid role that will report to the Technology Business Unit Lead and will require both onsite and remote work. The CX Engineer acts as a key interface that is focused on maintaining a service culture and delivering customer operational excellence. 

Job Requirements and Responsibilities:

• Provides relevant performance scorecard reporting KPIs / Performance Metrics aligned to Business Unit needs.
• Assist with and advocate for the design and rollout of new support channels and service offerings
• Create support workflows and make suggestions to improve efficiency and effectiveness
• Evaluate 3rd party solutions, drive implementations and support process optimization
• Collect and analyze customer functions’ performance and delivery data, taking action regarding responses, and reporting to the organization.

·         Provide backup support for other 3rd party tools utilized within the organization.

• Analyzing the order entry process and recommend automation solutions
• Measure and help to improve overall customer experience levels
• Keep up with industry best practices, trends, and standards

 Project initiation and execution:

·         Manages and monitors relationships with and between key stakeholders; clarifies mutual needs and commitments through the consultation and consideration of impacts. Seeks to push through existing paradigms to create innovative solutions.

·         Service Transition – ensures operational readiness by reviewing and approving documented handover procedures, instructions and other collateral for all projects to ensure day-one operational excellence for new/modified services

• Perform other duties as assigned

Skills and Competencies:

• Excellent organizational skills and attention to detail.
• Ability to work independently with little supervision.
• Strong interpersonal, analytical, and problem-solving skills.
• Ability to clearly communicate operation and/or staffing concerns to management with clear solution-driven recommendations.
• In-depth understanding in Call Center operations including technologies and data management.
• Demonstrated Project Management experience.
• Ability to manage program budgets, create meaningful projections, and presents them to strategic decision makers.
• Strong verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.

Education and Experience:

• BA/BS degree in Business Administration, MIS or relevant field preferred but not required
• 10+ years of total experience
• 5+ years of experience with CRM administration/support and contact center software operations solutions
• 3+ years of project management work including but not limited to discovery, gathering business requirements, interfacing with IT and other functions, planning, implementing and supporting new solutions
• Preferred experience with the NICE or Five9 contact center product suite, but not required

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.