Description:
As a Technical Program Analyst, you will report to the Senior Manager of Technology Operations and will be responsible for overseeing the systems and tools powering our Global Technical Support Organization, including Genesys, Salesforce, Slack, and others. We’re looking for an experienced, dynamic and growth-oriented individual to drive a state of the art agent experience that is rooted in Salesforce and its supporting ecosystem. You're a good fit if you have an interest and aptitude in understanding the business needs deeply and designing thoughtfully for not only efficiency but also for the highest quality and scalability. You think about the customer and agent experience first as you think through solutions and help identify ways to drive improvements.
What You’ll Do
- Learn about the business needs of the support organization and utilize your deep knowledge of technology to design processes and automation, to create the most efficient tool configuration possible.
- Participate in the evaluation and selection of technology tools used by the support teams
- Support members of the management team organization to accomplish technology goals
- Work with Enablement to ensure support agents effectively navigate new tools/systems and changes to existing tools/systems
- Manage incoming tools/system access and configuration requests
- Develop proof of concept in Salesforce to assist development partners
- Triage day-to-day issues that arise for internal and external tools
- Partner with Operations teams to optimize agent processes
- Develop and automate tool/system specific reporting
- Partner with IT and engineering to implement and troubleshoot new apps and systems
What We’re Looking For
- 3+ years of experience in technology operations role or similar experience
- 3+ years contact center operations knowledge
- A deep and ever-improving understanding of Salesforce and the surrounding ecosystem, including 3rd party products
- Strong project management and process improvement skills
- Effectively juggled multiple priorities and created a sense of urgency in a fast-paced, dynamic environment
- A passion for learning new technologies and quickly becoming the resident expert
- Strong communication that partners effectively with different teams in order to drive results
- Proven experience implementing and improving systems powering customer support