Reported successfully

1. Own CX Technology Roadmap

• Support definition and execution of roadmap for customer experience platforms and related technologies
• Align priorities with business, CX, and digital initiatives
• Balance customer experience improvements with technical feasibility and scalability

2. Drive Platform Delivery & Stability

• Work with engineering teams to deliver enhancements, fixes, and new capabilities
• Ensure platforms are stable, scalable, and support business operations effectively
• Support release planning, testing, and deployment activities

3. Improve Customer Journeys (CX Focus)

• Identify opportunities to improve customer journeys across voice and digital channels
• Support implementation of automation, self-service, and routing improvements
• Work with CX teams to reduce customer effort and improve service quality

4. Collaborate on Architecture & Integrations (Tech Focus)

• Work closely with engineering on system design, integrations, and API-based solutions
• Ensure alignment with architecture standards and platform strategy
• Contribute to decisions on scalability, performance, and reliability

5. Leverage Data & Insights

• Monitor platform and CX performance using reports and dashboards
• Identify trends and support data-driven improvements
• Partner with teams to track service levels, quality, and operational metrics

6. Ensure Governance & Compliance

• Support adherence to security, compliance, and regulatory requirements
• Ensure proper controls, documentation, and audit readiness

7. Support Adoption & Business Impact

• Work with stakeholders to ensure smooth rollout and adoption of new features
• Support change management and user enablement across teams
• Contribute to improving efficiency, cost, and customer experience outcomes

• Solid understanding of technology architecture, system design, and platform-based solutions
• Working knowledge of backend, frontend, APIs, and integration patterns
• Familiarity with DevOps practices, release management, and deployment lifecycles
• Experience working with or supporting digital platforms or product-based environments
• Basic understanding of customer experience or contact center operations (preferred, not mandatory)
• Ability to translate business needs into technology requirements
• Strong coordination and stakeholder management skills across business and engineering teams
• Willingness and ability to learn and adapt to emerging areas such as AI, automation, and CX technologies