Director of Customer Experience Technology
Job Summary
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
Complete Job Description
The complete job description is available to members. Premium membership includes:
Full access to 36,106 remote jobs from human-vetted companies, updated daily
Resume Builder - AI-powered tool to craft, enhance, and tailor your resume to a specific job
Twice-monthly live group coaching and the full Remote Career Center
20% member discount on Career Services
Backed by a 30-day money-back guarantee
Company Company Name
Headquarters Headquarters
Founded Founded
Website
BBB URL BBB URL
The company description is available to members. Go Premium for full access to every job and company profile in our remote jobs database, backed by a 30-day money-back guarantee.
