Customer Experience Transformation Specialist

1 week ago


Colorado Springs, Colorado, United States Eventus Solutions Group Full time

Eventus Solutions Group is seeking a Customer Experience Transformation Specialist to join our Managed Services team. This is an exciting role where you will have daily Client contact and communication. Your Customer Experience and CXone expertise will assist clients in transforming and optimizing their customer's experience while increasing operational efficiency through technology solutions.

You will have a comprehensive understanding of call center technology to include CRM, ACD, IVR for automated call handling, CTI call routing and peripheral application. You enjoy being hands-on configuring, customizing, and implementing cloud telephony technologies such as; queues, workgroups, and customized reports. You are proactive and you identify stability concerns and impact analysis for cloud systems. You will perform analysis of the root cause as well as, troubleshooting of technical issues to resolve problems. You will design, develop, and implement remediation plans and produce high quality, publishable materials for Clients.

The ideal candidate will have 2 or more years of experience (Engineer) or 8 or more years of experience (Sr. Engineer) with contact center applications such as intelligent routing, ACD, CTI, IVR, Workforce Management, Quality Management, end-to-end reporting, and analytics. You should also have experience working with Clients, building slide decks and presenting to clients, run weekly meetings, monthly reviews and quarterly reviews preferred.

The salary range for this position is between $80,000 to $140,000 per year, based on experience, skills, certifications, education among other factors. In addition, this position is eligible for a target incentive bonus up to 5-10%.



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