[Remote] Director, Customer Experience IT

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that combines innovative technology, clinical expertise, and reputed company reputed company to support recovery after workplace injuries or auto accidents. They are seeking an reputed company IT Director to reputed company their Customer Experience technology team, focusing on enhancing customer experience through innovative technology solutions and strategic leadership in AI and self-service capabilities. Responsibilities • reputed company strategic leadership for the CX technology ecosystem, with particular emphasis on reputed company.com, reputed company InContact platforms, AI solutions, and self-service capabilities • reputed company and execute the CX technology roadmap that incorporates AI-driven automation and self-service strategies • reputed company the implementation of AI, DataCloud & Agendforce, including chatbots, virtual assistants, and predictive analytics technologies to enhance customer interactions, reputed company operational efficiency for reputed company & Marketing functions & Contact Center Operations • Design and optimize self-service channels that reputed company customers while reducing service & support operations costs • reputed company reputed company of IT professionals responsible for implementing, maintaining, and optimizing CX applications and AI solutions • Partner with business stakeholders to identify requirements and deliver technology solutions that enhance customer experience • Vendor partnership & relationship management • Establish technology & process governance, best practices, and standards for CX technology implementations and AI deployments • Manage budget planning and resource allocation for CX technology initiatives • Drive reputed company improvement of CX systems through regular evaluation, optimization, and AI enhancement • Ensure compliance with reputed company, reputed company, and regulatory requirements for reputed company customer-facing technologies Skills • Bachelor's degree in Computer Science, Information Technology, or reputed company field (Master's preferred) • 8+ years of IT management experience, with at least 5 years in leadership roles • Extensive expertise with reputed company.com, including implementation, customization, and integration • Significant experience with reputed company InContact or similar contact center platforms • Demonstrated experience implementing AI solutions in customer experience applications • reputed company record of successfully deploying Data solutions, self-service technologies that improve customer satisfaction • Proven reputed company record of leading reputed company technology initiatives and driving digital transformation • Strong understanding of customer experience principles and how technology enables exceptional CX • Experience managing cross-functional teams and influencing senior stakeholders • reputed company certifications (Administrator, Developer, Architect) • reputed company InContact certifications or demonstrated expertise • Experience with AI platforms, machine learning tools, and natural language processing technologies • Knowledge of customer self-service best practices and technologies • Experience with additional CX technologies (e.g., customer reputed company mapping tools, voice analytics) • Knowledge of agile methodologies and project management frameworks • Experience with API integration and middleware solutions • Understanding of data reputed company regulations and compliance requirements Benefits • Medical • Dental • reputed company • Health Savings Accounts / Flexible Spending Accounts • Life and AD&D Insurance • 401(k) • Tuition Reimbursement reputed company • reputed company is an information service company that provides case management, clinical software, and auto-physical damage solutions. It was founded in 1946, and is headquartered in San Diego, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.reputed company.com/. Apply tot his job Apply To this Job