Director, Customer Experience (CX) Engineering - Experian Consumer Services (remote)

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. 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 named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

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 in 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 through 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

Qualifications Required:

• Demonstrated experience managing agile teams for the delivery of contact center-centric technology projects and enhancements on an aggressive schedule.
• Robust knowledge of contact center operations and functions that can help inform strategic technology decisions.
• Able to lead multiple teams including external contractor resources.
• Strong background in developing solutions utilizing cloud-based services and technologies.
• Excellent interpersonal, communication, and presentation skills with 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 k