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22 days ago
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salesforce agile ivr contact_routing nice_cx_one📋 Description
- Lead and manage complex contact routing programs across channels
- Define scope, objectives, and deliverables aligned with CX strategy
- Develop detailed project plans, timelines, and resource plans
- Proactively analyze data to ensure proper routing and optimization
- Collaborate with CX Operations, Planning, Scheduling, Intraday, Tech, and Analytics
- Identify and mitigate routing program risks and issues
🎯 Requirements
- 7-10+ years in program management and contact routing
- Deep understanding of contact center operations and multi-channel routing
- PM experience with routing platform implementations or upgrades
- Agile/Scrum experience with data-driven decisions
- Proficiency with PM tools Jira, Asana, NotionAI
- Salesforce, NICE CX One, and IVR experience a plus
🎁 Benefits
- Hybrid work model with designated office days
- Offices in Denver, San Francisco, and New York City
- Equal opportunity employer with inclusive culture
- Access to Total Rewards philosophy
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