CX Technology Administrator (Information Technology)

Become a member of our team and help jewelers all over the world make moments that matter happen for their customers. Join our Customer Experience team and be part of a dynamic environment where you'll help jewelers worldwide create unforgettable moments for their customers! The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.

The CX Technology Administrator will support the development and maintenance of our Customer Experience Platforms. The ideal candidate will have a strong understanding of the Salesforce Ecosystem, Contact Center Systems (including Five9 and Verint), and Voice of the Customer (VoC) platforms (including AI capabilities), along with their architecture and integration methodologies.

Key Responsibilities:

Understand and Administer CX Applications and Integrations: Gain a deep understanding of our CX applications and their integrations, with a focus on administering Salesforce, Five9, Verint, and Contact Center AI systems.
Maintain and Support Existing Architecture: Proactively maintain and support our existing CX technology architecture, ensuring optimal performance and reliability. This includes regular administration tasks within Salesforce, Five9, Verint, and Contact Center AI.
Stay Current with System Releases and New Features: Stay up-to-date with system releases and new features across our CX platforms, including Salesforce, Five9, Verint, and Contact Center AI. Recommend improvements and upgrades as needed to leverage new functionalities.
Troubleshoot and Resolve Technical Issues: Diagnose and resolve technical issues efficiently across all CX platforms, ensuring minimal disruption to business operations. This includes hands-on troubleshooting within Salesforce, Five9, Verint, and Contact Center AI.
Mentor and Lead Team Members: Provide guidance and mentorship to team members on best practices related to CX technology administration and support.
Collaborate with Stakeholders: Work closely with stakeholders to gather requirements and design solutions that meet business needs, ensuring our CX platforms are configured and utilized effectively

Basic Qualifications:

3+ years of experience working with Salesforce, Five9, Verint, and/or Contact Center AI systems in a Production environment.
Strong knowledge of integrations (APIs, Web Services, etc.) relevant to connecting these CX platforms.
Strong knowledge of Salesforce configuration and customization.
Proven ability to perform administrative tasks within Five9, Verint, and Contact Center AI systems.

Preferred Qualifications:

Salesforce certification