Digital Operations Lead (003S4Z)
Preferred locations: Andover, MA; West Kingston, RI; Nashville, TN; Raleigh, NC; Carrollton, TX; Costa Mesa, CA; Schaumburg, IL; Cincinnati, OH
Schneider Electric™ creates connected technologies that reshape industries, transform cities and enrich lives. Our 144,000 employees thrive in more than 100 countries. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment: https://youtu.be/NlLJMv1Y7Hk .
Great people make Schneider Electric a great company.
The Digital Process lead will be responsible for driving a subset of our digital transformation with a focus on telephony and self service. This role will focus on opportunities to meaningfully impact the day to day operations that currently facilitates over 1 million phone calls a year. Ability to identify and implement industry best practices to reduce customer effort, shape demand and increase customer satisfaction is a must. Strong project management skills and experience with technical projects is a plus. The ideal candidate will have familiarity with Avaya telephony platforms and enterprise CRMs [preferably Salesforce] and will be asked to represent the NAM CCC in several regional and global deployments as a subject matter expert. This role will also have a unique opportunity to interface with others on projects around NLP, AI and data science/analytics.
Vendor management will be part of the responsibility as well as ability to prioritize business needs based on cadence with business stakeholders.
What do you get to do in this position?
- Support new telephony program development and roll out including:
In-Call Rescue (Fonolo)
Call handling and Treatments (Case Number Entry, VIP)
PCI Compliance initiatives
Computer Telephony Interface (CTI)
Reporting on various systems
TFN Reduction activities
Telephony ticket management
Platform upgrades and migrations
- Industry best practices and research
This job might be for you if:
• You are a self starter who is able to think differently and inspire others
• You are able to build and leverage your network and community
• You foster collaboration
• You are focused on tangible results
Education and experience required:
Bachelors degree in a technical discipline preferred or non-technical degree with 3-5 years of relevant experience. Familiarity with call routing technologies, call flows, VDNs. App development experience a plus.
We seek out and reward people for being straightforward, open, passionate, effective and challenging the status quo. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company. We're looking for people with a passion for success - on the job and beyond. See what our people have to say about working for Schneider Electric: https://youtu.be/6D2Av1uUrzY .
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.
Schneider Electric is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled.
A little about us:
We’re the global specialist in energy management and automation. Our technologies ensure that Life Is On everywhere, for everyone and at every moment.