Leading the evolution of customer experience technology, the full-time Director of Customer Experience Technology will own the CX technology stack, manage platform migrations, optimize AI capabilities, and set the strategic roadmap while working remotely with occasional travel to Connecticut. Key responsibilities Lead CCaaS and telephony upgrades, overseeing all phases from design to implementation and post-launch support Optimize AI tools and agent assist capabilities, measuring success through various customer experience metrics Develop a multi-year roadmap for CX technology, including business cases for investments and system integrations Required qualifications 8+ years in customer experience or service operations, with 3+ years focused on systems and technology Experience managing at least one end-to-end CCaaS or telephony migration, preferably with Amazon Connect Hands-on experience with Zendesk administration and optimizing CCaaS or CRM environments post-launch Practical experience deploying AI or automation in service environments, with measurable outcomes Bachelor's degree in business, information systems, engineering, or a related field, or equivalent practical experience
Director OF Customer Experience in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.