Senior Associate, Voice

Summary

Join our team as a CX Systems Sr. Associate and leverage your IVR and telephony expertise to enhance customer experiences within voice channels. Transform technical requirements into user-friendly automated solutions, streamlining processes and creating more engaging interactions. Your role focuses on creating a smoother, more responsive customer journey. The Customer Experience team is the empathetic voice of Instacart, engaging directly with customers, shoppers, and retail partners. The Technology Enablement team partners with the Instacart business to drive customer delight through personalized experiences. This remote position offers competitive compensation and benefits, including equity grants. Currently, we are only hiring in Ontario, Alberta, British Columbia, and Nova Scotia.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field
• Certification in IVR system management or relevant automation technology
• 3+ years with IVR systems and telephony solutions
• 2+ years in automation solution design and implementation
• 3+ years with system performance analysis and root cause identification
• Expertise in Interactive Voice Response (IVR) system configuration
• Knowledge in telephony system integration

Responsibilities

• Assess current voice automation systems for potential enhancements and streamline IVR workflows to ease customer interactions
• Devise strategies to cut down call handling times and closely monitor performance metrics to verify that process improvements are achieving their goals
• Identify and tackle malfunctions within the IVR platform, analyzing automation failures to provide preventative solutions
• Conduct root cause analysis to understand and fix defects in automation, ensuring reliable system performance

Preferred Qualifications

• Skill in process automation tools and platforms
• Knowledge of call center analytics and reporting tools
• Proven track record of successful IVR system enhancements
• Demonstrable experience in reducing call handling times
• Accomplishments in process optimization and workflow automation within voice channels

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote
• The base pay range for a successful candidate is dependent on their permanent work location
• This role is eligible for a new hire equity grant as well as annual refresh grants