Director of Customer Experience Engineering, Experian Consumer Services

Company Description

We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to Work For. In addition, for the last five years we’ve been name in the top 100 “World’s Most Innovative Companies” by Forbes Magazine.

This position will be supporting the Experian Consumer Services (ECS) - a passionate and innovative team with a mission to provide Financial Power to All™. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.

Job Description

The Director of CX Engineering plays a vital role in leading a team of engineers and administrators focused on support and product delivery for Experian’s MCE (My Customer Experience) division.  The team’s mission is to implement high-quality business and foundational technology applications, as well as ensure their strong operational management. This position requires deep technical knowledge of telephony and IVR systems and is additionally responsible for QA and WFM applications. 

Defining and executing a strategy to move into our next generation of contact center platforms will be a core objective for this position. The ability to successfully engineer this large-scale redesign is essential as we begin our journey toward replacing our current on-premises infrastructure and applications with cloud-based technology.  Our ultimate goal is to create a world-class customer support experience, and this role will be key to achieving this.

Responsibilities include:

• Create and execute a long-term contact center application strategy that is aligned to technological and business requirements.
• Deliver a cloud-based, redesigned core contact center platform within the next two years, while continuing to provide current, consistent business value via legacy systems.
• Directly manage engineers responsible for call routing, multiple IVR systems, QA systems that perform call and screen recording, and workforce management software.
• Accelerate team activities and functions by shifting to a DevOps model with an end goal of achieving true high performance.
• Plan and execute processes to automate deployments, QA, and testing via CI/CD.
• Lead the team to deliver the strategic roadmap, optimize application value and effectiveness against tactical initiatives, and directly contribute through hands-on development when needed.
• Ensure proper monitoring and alerting is in place across all contact center applications to reduce business disruptions and recognize improvement opportunities. 
• Identify employee deficiencies and provide training to increase overall team knowledge level.
• Create cross-training opportunities to eliminate single points of knowledge.
• Responsible for hiring, coaching, development, mentoring, and performance management.
• Monitor and manage team capacity; ensure alignment to business/product priorities and expectations to allow on-time delivery against commitments.
• Collaborate across peer groups to help drive organizational improvements and operational excellence.
• Establish trusted and collaborative working relationships with external business partners, technology providers, and vendors.
• Effectively manage budgets and vendor relationships for all areas of responsibility. Monitor and manage the performance and quality of vendor-developed products. 
• Support security requirements including attainment of all required certifications.

Qualifications

What your background looks like

Qualifications Required:

• Demonstrated experience managing agile teams for the delivery of contact center-centric technology projects and enhancements on an aggressive schedule.
• Strong background in developing solutions utilizing cloud-based services and technologies.
• Excellent interpersonal, communication, and presentation skills with a strong customer service orientation; this role will constantly be communicating concerns, changes, processes, and explanations across a wide spectrum of stakeholders and users. 
• Can work well under pressure with limited direction and is not only comfortable with change but an advocate for change.
• Experience with multiple successful deployments that vary in technologies used, size, and scale, including managing technical project teams.
• Has extensive specialized technical expertise and applies expert knowledge and a broad understanding of multiple disciplines.
• Strong security experience for contact center platforms and overall environments.
• Solid telephony and related systems networking background.
• Ability to effectively analyze and resolve complex/critical problems including assisting with troubleshooting du