Director, Customer Experience (Cx) Engineering - Experian Consumer Services (Remote)

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

The Director of CX Engineering plays a vital role in leading a team of engineers and administrators focused on support and product delivery for Experian’s MCE (My Customer Experience) division. The team’s mission is to implement high-quality business and foundational technology applications, as well as ensure their strong operational management. This position requires deep technical knowledge of telephony and IVR systems and is additionally responsible for QA and WFM applications.

Defining and executing a strategy to move into our next generation of contact center platforms will be a core objective for this position. The ability to successfully engineer this large-scale redesign is essential as we begin our journey toward replacing our current on-premises infrastructure and applications with cloud-based technology. Our ultimate goal is to create a world-class customer support experience, and this role will be key in achieving this.

Responsibilities Include

• Directly manage engineers responsible for call routing, multiple IVR systems, QA systems that perform call and screen recording, and workforce management software.
• Collaborate across peer groups to help drive organizational improvements and operational excellence.
• Establish trusted and collaborative working relationships with external business partners, technology providers, and vendors.
• Accelerate team activities and functions through shifting to a DevOps model with an end goal of achieving true high performance.
• Responsible for hiring, coaching, development, mentoring, and performance management.
• Plan and execute processes to automate deployments, QA, and testing via CI/CD.
• Identify employee deficiencies and provide training to increase overall team knowledge level.
• Monitor and manage team capacity; ensure alignment to business/product priorities and expectations to allow on-time delivery against commitments.
• Support security requirements including attainment of all required certifications.
• Lead the team to deliver the strategic roadmap, optimize application value and effectiveness against tactical initiatives, and directly contribute through hands-on development when needed.
• Deliver a cloud-based, redesigned core contact center platform within the next two years, while continuing to provide current, consistent business value via legacy systems.
• Create cross-training opportunities to eliminate single points of knowledge.
• Effectively manage budgets and vendor relationships for all areas of responsibility. Monitor and manage the performance and quality of vendor-developed products.
• Create and execute a long-term contact center application strategy that is aligned to technological and business requirements.
• Ensure proper monitoring and alerting is in place across all contact center applications to reduce business disruptions and recognize improvement opportunities.

Qualifications

Qualifications Required:

• Can work well under pressure with limited direction and is not only comfortable with change but an advocate for change.
• Has extensive specialized technical expertise and applies expert knowledge and broad understanding of multiple disciplines.
• Excellent interpersonal, communication, and presentation skills with strong customer service orientation; this role will constantly be communicating concerns, changes, processes, and explanations across a wide spectrum of stakeholders and users.
• Ability to effectively analyze and resolve complex/critical problems including assisting with troubleshooting during high severity incidents.
• Demonstrated experience managing agile teams for the delivery of contact center-centric technology projects and enhancements on an aggressive schedule.
• Robust knowledge of contact center operations and functions that can help inform strategic technology decisions.
• Experience with multiple successful deployments that vary in technologies used, size and scale, including managing technical project teams.
• Solid telephony and related systems networking background.
• Strong security experience for contact center platforms and overall environments.
• Strong background in developing solutions utilizing cloud-based services and technologies.
• Able to lead multiple teams including external contractor resources.

Education And Experience

• 13+ years working within a contact center environment, with extensive experience in managing related support, development, and delivery activities.
• Vast understanding of contact center operations such as inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/social/AI, workforce management, and integrations across the enterprise.
• Proven success in driving agile change in delivery teams.
• Bachelor’s degree in relevant field or equivalent experience.
• Cloud-based skillset (AWS preferred)
• Proven experience advocating development best practices and participating in code reviews to ensure quality.

Perks

• Flexible work schedule
• Four weeks of vacation to start, five sick days and two volunteer days (plus twelve paid holidays)
• Remote position
• Competitive pay and comprehensive benefits package, with a bonus target of 20%

Additional Information

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action!

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