Softrams is hiring a
CX/Innovation Lead

Summary

Softrams is seeking a CX/Innovation Lead for a Federal Service Desk contract to improve customer and agent experience using emerging technology. The role requires a bachelor's degree, previous experience on a Federal Service Desk project with 100+ full-time agents, and 5+ years of CCaaS and/or SaaS platform, application administration role or digital, marketing, or support operation role.

Requirements

• Bachelor's degree in a relevant field, such as business management or technology
• Previous experience on a Federal Service Desk project with 100+ full-time agents
• 5+ years of CCaaS and/or SaaS platform, application administration role, or in a digital, marketing, or support operation role
• Ability to obtain a U.S. Federal Position of Trust clearance designation
• Must reside in and be able to perform work in the United States
• Must have lived in the United States for 3 of the last 5 years

Responsibilities

• Collaborate internally and with CMS key stakeholders, building an innovation backlog, developing key accelerators, and continuous development of Softrams’ Business Operations Support Center of Excellence
• Design, plan, and lead the implementation of CX solutions using CXone/SNow/AWS cloud
• Well versed with concepts like Conversational AI through Voicebots/Chatbots, Intelligent swarming to provide better First Contact Resolution, SNow AI, automated ticket assignments
• Develop & implement similar solutions to lower costs and provide better user experience
• Will use Agile Principles, LEAN Six Sigma, CX Design Principles, and Change Management best practices in consultation with project leads, technology, and our Contact Center team
• Lead agile teams in the development of continuous improvement initiatives, generally of high complexity, consult with, and influence internal/external stakeholders, creating value and buy-in as the lead business process improvement transformation partner
• Deeply understand Contact Center technology and emerging capabilities and trends. Prepare recommendations for presentation to senior management/CMS leadership for the prioritization and delivery of new capabilities
• Conduct in-depth analysis of customer feedback to uncover actionable insights and make data-driven recommendations for process improvements
• Utilize data-driven insights to identify critical pain points, potential efficiency gains, and opportunities for enhancing functionality
• Collaborate with operations teams to identify and address customer pain points, driving improvements in key CX metrics
• Monitor, analyze, and recommend CRM and workflow changes for continuous improvement
• Solution & configure ticketing and automation workflows
• Partner with internal and third-party IT resources to integrate API and software solutions
• Establish effective communication channels to disseminate customer feedback to stakeholders, fostering a culture of customer-centricity
• Develop and implement strategic initiatives to enhance customer satisfaction, ensuring alignment with overall business goals
• Manage/groom the backlog of enhancements aligning with business objectives
• Stay abreast of industry trends, standards and emerging technology that can be leveraged in future solutions

Preferred Qualifications

5+ years of experience in CX management within ServiceNow (SNow)/NICE CXone

Benefits

• 65%-75% company-sponsored (including dependents) premiums towards medical, dental and vision insurance. For eligible plans and tiers, we provide 100% company-paid. medical insurance
• Retirement 401(k) plan with employer matching. Immediate vesting
• Vacation and sick leave
• Maternity and parental leave
• Discretionary bonuses, spot awards, gifts, and tenure-based rewards
• Company-sponsored role-based training and certifications
• Monthly DoordashDashPass subscription
• Group discounts via LifeMart ADP