Senior Associate, Voice

Summary

Join Instacart's Customer Experience 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. This role focuses on improving the customer journey through efficient and caring service. The Customer Experience team is service-centric and analytics-driven, prioritizing exceptional performance and community delight. The Technology Enablement team partners with the Instacart business to drive customer delight through personalized experiences. This is a remote position with a competitive compensation and benefits package, including equity grants.

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