Director, Customer Experience IT

Strategic Leadership:

• Provide strategic leadership for CX technology platforms.
• Develop and execute a CX technology roadmap incorporating AI-driven automation and predictive analytics.
• Establish governance, best practices, and standards for CX technology implementations.

Team Leadership:

• Manage, mentor, and develop a high-performing IT team responsible for CX applications.
• Partner with business stakeholders to identify requirements, deliver technology solutions, and maintain vendor relationships.
• Ability to manage cross-functional teams and influence senior stakeholders.

Technical Skills:

• Extensive expertise in Salesforce.com, including implementation, customization, and integration.
• Significant experience with NICE InContact or similar contact center platforms.
• Demonstrated experience implementing AI solutions in customer experience applications.