Customer Experience Technology Manager

7 days ago

Salt Lake, Utah, United States Earnest LLC Full time
About the Role

We are seeking a highly skilled Contact Center Engineer to join our team at Earnest LLC. As a key member of our customer experience team, you will be responsible for overseeing the configuration and customization of contact center software to align with business requirements.

Key Responsibilities
  • Oversee the configuration and customization of contact center software to align with business requirements and assess, select and implement contact center tools and technologies.
  • Engage in close collaboration with IT, Engineering, and vendor support teams to efficiently implement new tools, upgrade existing ones, and promptly address and resolve any technical challenges that may arise.
  • Identify opportunities for process automation through technology to streamline contact center workflows, improve agent efficiency, and enable customers to self-serve through self-help portals or interactive voice response (IVR) systems.
  • Implement process changes and automation to enhance agent productivity and customer experience.
  • Liaise with cross-functional stakeholders (e.g., customer support teams, IT, business units) to understand their requirements and align contact center technology accordingly.
Your Impact
  • Overseeing and optimizing our contact center technologies, ensuring seamless operations, and enhancing the overall customer support experience.
  • Leading and supporting technology migration projects to ensure smooth transitions to newer platforms.
About You
  • 6+ years experience managing contact center software in a call center environment.
  • Proven experience in leading and developing at least one person, preferably in a contact center environment.
  • Strong knowledge of contact center technologies, including but not limited to Zendesk, Nice InContact CX1, Ada Chatbot, and related systems.
  • Experience in project management, process improvement, and technical mentoring.
  • Willing to travel to the office monthly to collaborate with other Earnies.
Preferred Qualifications
  • Contact Center Certification: Obtaining certifications specific to contact center technology, such as CCCE (Contact Center Engineer), can demonstrate specialized knowledge and expertise in this field.
  • Project Management Certification.
  • Customer Experience (CX) Training.
Work Environment

This role will be based in San Francisco, CA or Salt Lake City, Utah. While you'll enjoy the flexibility of remote work, we also love to see our Earnies face-to-face We ask you to join us at our office 3 times a month for team collaboration and some fun.

About Us

At Earnest LLC, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status disability or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.

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