Customer Care Systems Lead

Job Summary

A company is looking for a Customer Care Systems Lead to enhance customer experience through data analytics and AI integration.

Key Responsibilities

• Own and evolve CX systems metrics and reporting, providing operational recommendations
• Lead AI adoption within the CX team, ensuring effective agent enablement and change management
• Configure and optimize voice/telephony platforms, including IVR design and intelligent call routing

Required Qualifications

• 3-5+ years of experience in CX operations, analytics, or systems
• Experience with configuring or optimizing voice/telephony platforms such as Five9, Genesys, or Twilio
• Ability to work with various CX tech stack tools and integrations
• Experience deploying AI tools in a CX context with measurable adoption metrics
• Proficiency in data presentation tools such as SQL, Looker, or Tableau