Technology Enhancement Specialist


Job ID: 4694

CALIBRE Systems Inc., an employee-owned Management Consulting and Digital Transformation Company is seeking a Technology Enhancement Specialist that works directly with our client at DFAS. This position will be located in will be a fully remote position.


Technology Assessment: Evaluate existing technology systems and tools used in customer interactions to identify gaps, inefficiencies, and opportunities for enhancement.

Technology Integration: Collaborate with IT and software development teams to integrate new technology solutions seamlessly into our customer service operations.

Data Utilization: Leverage data analytics to gain insights into customer behaviors and preferences, and use this information to inform technology decisions and enhancements.

Automation and AI: Identify opportunities to implement automation and artificial intelligence solutions to streamline processes, reduce response times, and enhance self-service options for customers.

Training and Support: Provide training and support to customer service teams to ensure they can effectively utilize technology solutions and maximize their impact on customer interactions.

Quality Assurance: Implement quality assurance protocols to monitor and ensure the consistent and effective use of technology tools in customer interactions.

User Experience (UX) Improvement: Collaborate with UX/UI designers to enhance the user interfaces of customer-facing technology platforms, making them more intuitive and user-friendly.

Security and Compliance: Ensure that all technology enhancements adhere to customer’s data security and compliance standards.



Required Skills


  • Bachelor's degree in Information Technology, Computer Science, or a related field (Master's preferred).
  • Proven experience in technology enhancement roles, with a focus on customer experience improvement.
  • Strong project management skills, with the ability to lead cross-functional teams.
  • Proficiency in data analytics and data-driven decision-making.
  • Knowledge of customer relationship management (CRM) systems and customer service technology.
  • Familiarity with automation, AI, and chatbot technologies.
  • Excellent communication and presentation skills.
  • Problem-solving mindset with a focus on continuous improvement.

required Experience

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