Customer Experience Innovation Leader

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