Careers at Bob’s Discount Furniture

IT Customer Experience (CX) System Analyst & Administrator in Manchester, CT at Bob's Discount Furniture

Date Posted: 9/28/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    Not Specified
  • Date Posted:
    9/28/2020

Job Description

The IT Customer Experience (CX) System Analyst & Administrator position is responsible for partnering with our CX team to manage the day-to-day systems integration, configuration, support and maintenance of our customer experience and sales tools – Zendesk, Medallia Calendly, Reflexis, Cisco Call Center Configuration Manager, as well as other customer support tools to advance our customer experience.

Reporting to the VP of IT Business Intelligence & Planning Systems, this position will play a critical role in the success of the information technology department by working with the Customer Experience team to analyze and find opportunities to support technical development and integration of the platforms with third-party and custom-built tools for efficiency and improvements.  This position will act as the primary point of contact for day-to-day operations of the customer experience tools, working through feature requests, updates and maintenance of our accounts. This position will play multitude of roles spanning from requirements gathering, designing, planning, architecting and hands-on work. Open to remote location.



Responsibilities

  • Acting as the technical lead, work with business owners to identify process and workflow improvements
  • Document the current processes and provide optimal alternatives
  • Participate in systems design, configuration, integration, automation, testing and implementation activities
  • Own all technical aspects of our tools configurations, integrations, maintenance and support activities
  • Work with other IT team members to develop specific configurations and integrations with third-party tools, in-house apps, custom fields, and workflows 
  • Configure overall CRM architecture and across full suite of customer engagement tools and systems in our stack to meet business and functional requirements and evolving needs
  • Manage new feature deployments, internal testing, UAT by business leads, and rollout of changes across all teams
  • Work with the business teams to understand, define, and create relevant metrics, reports, and associated dashboards in CRM & BI systems
  • Troubleshoot support issues within our systems as they arise, with detailed mitigation plans
  • Ensure user access and security roles are implemented thoroughly
  • Interface with vendors regarding:
    • Technical capabilities and best-practice use cases of the SaaS platforms to identify opportunities to improve our ROI
    • Outages and support interactions for system needs, as well as following through on support requests with vendors
  • Uphold strict and consistent standards of process documentation for distribution to the business and field teams
  • Maintain current, expert-level understanding CRM applications
  • Manage a queue of technical requests, working with the Customer Experience and IT teams, to prioritize against evolving business needs




Required Qualifications

  • Knowledge of business requirements gathering, process documentation, interface development and IT scripting languages.
  • Demonstrated ability to work with modern technologies and integrated stacks
  • Self-starter – ability to tinker around and learn the features and inner workings of the critical applications (Zendesk, Reflexis, and Cisco Contact Center Manager)
  • Administering SaaS applications or equivalent enterprise application system administration experience preferred
  • Ability to gain Certifications of the critical applications (Zendesk, Reflexis, Cisco Contact Center Manager) within 6 to 12 months of start date
  • Love working in a cross-functional, highly collaborative environment focused on actionable suctioning
  • Excellent communication and interpersonal to work effectively with business and IT teams
  • Strong analytical and problem solving skills
  • Degree in Computer Science, or related discipline, or equivalent experience
  • 3+ years of solid, diverse work experience on IT systems solution design and development
  • An experience with Zendesk, Medallia Calendly, Reflexis, and Cisco Contact Center Manager
  • Applicable certifications preferred

Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.