Director Of Customer Experience Engineering, Experian Consumer Services

Company Description

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 name in the top 100 “World’s Most Innovative Companies” by Forbes Magazine.

This position will be supporting the Experian Consumer Services (ECS) - a passionate and innovative team with a mission to provide Financial Power to All™. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.

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 to achieving this.

Responsibilities Include

• Support security requirements including attainment of all required certifications.
• Create cross-training opportunities to eliminate single points of knowledge.
• Accelerate team activities and functions by shifting to a DevOps model with an end goal of achieving true high performance.
• Identify employee deficiencies and provide training to increase overall team knowledge level.
• 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.
• Create and execute a long-term contact center application strategy that is aligned to technological and business requirements.
• Responsible for hiring, coaching, development, mentoring, and performance management.
• Plan and execute processes to automate deployments, QA, and testing via CI/CD.
• 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.
• 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.
• Directly manage engineers responsible for call routing, multiple IVR systems, QA systems that perform call and screen recording, and workforce management software.
• Ensure proper monitoring and alerting is in place across all contact center applications to reduce business disruptions and recognize improvement opportunities.
• Monitor and manage team capacity; ensure alignment to business/product priorities and expectations to allow on-time delivery against commitments.
• Effectively manage budgets and vendor relationships for all areas of responsibility. Monitor and manage the performance and quality of vendor-developed products.

Qualifications

What your background looks like

Qualifications Required

• Excellent interpersonal, communication, and presentation skills with a 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.
• Strong background in developing solutions utilizing cloud-based services and technologies.
• Can work well under pressure with limited direction and is not only comfortable with change but an advocate for change.
• Experience with multiple successful deployments that vary in technologies used, size, and scale, including managing technical project teams.
• Has extensive specialized technical expertise and applies expert knowledge and a broad understanding of multiple disciplines.
• Demonstrated experience managing agile teams for the delivery of contact center-centric technology projects and enhancements on an aggressive schedule.
• Strong security experience for contact center platforms and overall environments.
• Solid telephony and related systems networking background.

Education And Experience

• Vast understanding of contact center operations such as inbound voice (toll-free networks/SIP/IVR/ACD), digital channels including email/chat/social/AI, workforce management, and integrations across the enterprise.
• Bachelor’s degree in a relevant field or equivalent experience.
• Cloud-based skillset (AWS preferred)
• Proven success in driving agile change in delivery teams.
• 10+ years working within a contact center environment, with extensive experience in managing related support, development, and delivery activities.
• 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)
• Competitive pay and comprehensive benefits package, with a bonus target of 20%
• Remote position

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.

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!

Please contact us at [email protected] to request the salary range of this position (please include the exact Job Title as it reads above in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including 12 company paid holidays and parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

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