Customer Experience Specialist

3 weeks ago


Washington, United States Grant Leading Technology Full time

Customer Experience (CX) SpecialistHybrid

Grant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants to give customers the help they need without the need for human intervention. The CX Specialist will play a key role in creating an extraordinary customer experience across voice and digital-based customer engagement channels featuring natural language capabilities. As a CX specialist, you’ll support customer experience requirement generation and gathering, process design, testing, reporting and analyzing customer conversational flows. You will work closely with Product, User Experience, Engineering, and other stakeholders to enhance the customer experience. This position will be remote but requires 1 day in office a week in the DC area or Atlanta area. The hours are 8 am to 4:30 pm EST.

Responsibilities:Work closely with Line of Business (LOB) customers, vendor support teams, engineering and Project Management staff to define, deliver, and refine conversational AI experiences that are effective, engaging and consistent across all modalitiesWork closely with Project Management team to ensure all technical tasks are addressed and the correct groups are engagedConceptualize and iterate on end-to-end designs for conversational user interfaces and contentPerform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flowsCreate a deep understanding of LOB, customers and conversational applications to engage as Subject Matter Expert across assigned applicationsAct as primary business interface to external technology and service partners supporting Conversational AI implementationsOffer Subject Matter Expertise and best practices related to conversational application design, standards and processesEducate internal colleagues and stakeholders to understand the key concepts of conversation design.Have the ability to articulate currently deployed integrations or future to be deployed integrationsCreate robust test plans for User Acceptance Testing (UAT) to ensure deployed applications meet requirementsManage/Lead the triage of issues discovered through testing and track through issue resolution.Work toward continual process improvement based on deliberate measurement, data analytics and insightsDrive root cause analyses to respond to CX performance issuesQualifications and Education Requirements:

Bachelor of Science (BS) degree in an administrative capacityThree to five (3-5) years’ experience in Information Technology or related fieldsExperience with the lifecycle of Vas/chatbots/voicebots and understanding of conversation and user-design and VA dialog flowsExperience developing and conducting user testing and researchExperience establishing and analyzing CX MetricsStrong organizational and communication skills including background in designing and crafting customer facing communicationsExcellent eye for detail/understanding of each step of the conversation design processAnalytical skills, experience in solving business problems leveraging dataPossess the flexibility to work both independently and in a sophisticated team settingExperience owning and executing on initiatives with minimal direction (independent, proactive, and “can-do” attitude)Comfortable working in a fast-paced, fluid environment, handling a variety of assignments and technologiesAbility to manage multiple priorities as well as demanding timeframes and deadlinesEffective leadership and influencing skills in the application of Conversational AISkills and experience with Microsoft Office products specifically MS Word, MS PowerPoint, MS Project, and VisioMust be Resident Alien or US Citizen and able to pass background checkPreferred Skills:

Have Minimum Background Investigation (MBI) clearance

About Grant Leading Technology:

Grant Leading Technology (GLT) is a verified Service-Disabled Veteran Owned Small Business (SDVOSB) government contracting firm. GLT provides expert knowledge and skills to deliver agile enterprise solutions and innovative technologies to our clients at the Federal Aviation Administration (FAA), Internal Revenue Service (IRS), Federal Emergency Management Agency (FEMA), National Aeronautics and Space Administration (NASA), and other federal and state agencies. We possess exceptional capabilities including, but not limited to, project management, cyber security, construction management, design, and management technology. GLT has been recognized for three consecutive years by Inc. 5000 as one of the fastest-growing private companies in America.

Our employees are at the heart of GLT’s success. We value and fully embrace the diversity of individuals and ideas within our workforce. GLT provides a competitive compensation package with benefits that are immediately available. Our base healthcare plan is 100% employer paid and our 401k plan is immediately vested. We also offer paid time off, 11 federal holidays, short/long-term disability, 401k matching, and opportunities for professional development.www.grantleadingtechnology.com

*Grant Leading Technology is an “equal opportunity employer”. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodations will be provided to those who are unable to utilize our online application system due to a disability. Please email

recruiting@grantleadingtechnology.com

with the subject line “Accommodation” #J-18808-Ljbffr



  • Washington, United States Grant Leading Technology Full time

    Customer Experience (CX) Specialist Hybrid Grant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants...


  • Washington, United States Grant Leading Technology Full time

    Job DescriptionJob DescriptionCustomer Experience (CX) Specialist HybridGrant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our team utilizes Conversational IVR,...


  • Washington, United States The Peach Truck Full time

    Job DescriptionJob DescriptionJoin The Peach Truck as a Customer Experience Specialist, where you'll play a critical role in providing exceptional service and fostering a positive environment for our customers. Your responsibilities will encompass various aspects of customer engagement, problem resolution, and promoting a customer-first culture. Other...


  • Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is seeking an Oncology Data Specialist to join our growing team and support healthcare transformation within the Veterans Health Administration. This is an opportunity for a Certified Cancer Registrar to provide innovative support in the areas of Program and Project Management and Integration, Improvement and Change...

  • Privacy Specialist

    5 days ago


    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is an award-winning healthcare and next-gen technology consulting firm recognized for excellence and innovation in the solutions we have provided our clients across healthcare, national security, and the public sector.We are seeking a Privacy Specialist to join our team of experts tasked with securing the critical networks...


  • Washington, United States Customer Value Partners, Inc Full time

    Overview: CVP is seeking an Accountant/Payroll Specialist to join our growing team. **Responsibilities**: - Manage corporate timesheet process including new hire setup, semi-monthly timesheet closing and posting the labor to accounting system; timesheet compliance; timesheet corrections; weekly compliance report for management. - Set up new hires in...


  • Washington, United States The Exchange Full time

    **Position is located in **Washington **_STATE_ As a Customer Experience Specialist in Firearms/Sporting Goods, you are responsible for ensuring an exceptional guest experience in the Firearms/Sporting Goods departments. You will support a strong commitment to world class customer service and ensure an extraordinary shopping experience for our customers....


  • Washington, United States Vet Customer Experience (VCE) Full time

    Summary Multi-Channel Technology (MCT) is a directorate in the Veterans Experience Office (VEO). As part of its focus, MCT provides VA employees with up-to-date tools to better serve Veterans, their families and other stakeholders like medical providers and Veteran Service Organizations. MCT has a broad multi-year strategy to improve Veterans' secure...

  • Speech Writer

    1 week ago


    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is seeking a Speech Writer/Senior Communication Specialist to join our growing team. Responsibilities Primary duty is to write speeches/talking points for senior government officials, including a deep understanding of the speakers’ tones, key messaging, and speech Draft talking points, briefing memoranda, fact sheets,...


  • Washington, United States Banner Corp Full time

    ** Customer Service Specialist** **Job Category****:** Mortgage Loan Operations **Requisition Number****:** CUSTO004449 Showing 1 location **Job Details** **Description** **Customer Service Specialist** **Opportunity Overview** As a **Customer Service Specialist** at Banner Bank you will provide positive, professional, and compliant communication and perform...


  • Washington, United States ViziRecruiter Full time

    Introduction With an eye for detail and a contagiously positive attitude, you’re the teammate everyone counts on to get the project buttoned up and across the finish line. Overview What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory,...


  • Washington, United States Federal Aviation Administration Full time

    ** Customer Experience Coordinator** **Department of Transportation** ** Office of Information & Technology, Business Partnership Service, APS-002** **Location** 1 vacancy in the following location: + ** Travel Required** Occasional travel - The job may require travel from time- to-time, but not on a regular basis. The travel may be for training or other...


  • Washington, United States District Dogs Walter Reed Full time

    The Customer Experience Associate is an entry-level position that consists of staffing the front desk and phoning and managing Pet Parents. Team members will be trained to work on both functions. Cross-training allows for greater flexibility of shifts company-wide. **Requirements**: - Provides exceptional customer service to clients while checking their...


  • Washington, United States Non-Departmental Agency Full time

    Summary DFC ranked a Best Places to Work in 2022. This position is part of the U.S. International Development Finance Corporation (DFC), Office of Information Technology (OIT). As a Supervisory IT Specialist (AI/Digital Experience), you will be responsible for leading, directing and...


  • Washington, United States The Escape Game Full time

    Position: Guest Experience Specialist Position Description: Our Guest Experience Specialists begin as Game Guides. Through empathy and expertise, our Game Guides create epic experiences based on each guest's individual needs and wants. How Game Guides Serve Our Guests and Our Team: * Enthusiastically greeting every single guest * Leading groups of 2-12...

  • IT Specialist

    2 weeks ago


    Washington, United States US Navy Systems Management Activity Full time

    **Duties**: - You will serve as the Customer Support Point of Contact (POC) for Enterprise customers in assigned geographic Area of Responsibility (AOR). - You will provide expert technical advice, guidance, and recommendations to management and other support specialists on critical customer support issues and provide documentation via reports or ITSM tool...

  • IT Specialist

    7 days ago


    Washington, United States General Accountability Office Full time

    ** IT Specialist (Customer Support)** **Legislative Branch** ** Information Systems and Technology Services (ISTS)** **Summary** This position is located in the Government Accountability Office. As a IT Specialist (Customer Support) you will be responsible for define, develop, and deliver IT hardware, software solutions, and assist in the development of...

  • IT Specialist

    3 weeks ago


    Washington, United States Environmental Protection Agency Full time

    The Office of Information Technology (OIT) provides the OIG with a wide range of products and services in the areas of application development, infrastructure services, technical support, web development and information security. OIT oversees and manages both the IT security and records management programs. Additionally, OIT performs all information...


  • Washington, United States Magical Destinations Travel Full time

    We are seeking outgoing individuals for a business opportunity as a RemoteCustomer Care Specialist. The ideal candidates are passionate about travel and helping others plan dream vacations and business trips. As a Customer Care Specialist, you will work directly with clients in handling inquiries, questions, and travel arrangements to best fit their wants...


  • Washington, United States Magical Destinations Travel Full time

    We are seeking outgoing individuals for a business opportunity as a RemoteCustomer Care Specialist. The ideal candidates are passionate about travel and helping others plan dream vacations and business trips. As a Customer Care Specialist, you will work directly with clients in handling inquiries, questions, and travel arrangements to best fit their wants...