Leading manage innovations projects to improve and customer experience journey and boost Customer Satisfaction. Manage and create system automation in CX Team (Telephony, Ticketing System, Chatbot, Help Center automation).
Responsibilities:
- Lead the design of complex and strategic Contact center solutions, ensuring to align with the organization’s goals and customer experience objectives
- Develop and maintain custom contact center applications, features, integrations and automation
- Mentor and provide technical guidance to engineers, fostering their growth and development with documentation and knowledge sharing related customer experience journey
- Installation, managing and optimizing CRM System customer support platform for the organization
- Lead efforts to optimize the performance of contact center systems and proactive monitoring for issues
- Collaborate with cross-functional teams, including network engineers, system administrators, operation teams, external vendors and a notion to business users to deliver integrated contact center solutions that meet business objectives.
- Continuous Learning, stay updated with industry trends and emerging technologies related to contact center solution and development practices.
- Min 1 years experience Digital Contact Center
- Experienced with CRM Ticketing set up (Zendesk, telephony system, chatbot, help center)
- Familiar with additional tools (JIRA, Redash, Slack)
- Ability to keep work moving on each of them enables change across many different areas of an organization
- Good verbal and written communication skills in Bahasa Indonesia and English
- Strong analytical ability and problem-solving skills. Able to identify high-impact opportunities and objectively evaluate projects
