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.
- 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.