Sr. Specialist Technology (Customer Care)

Overview **Sr Specialist Technology \- Customer Care** (remote) In partnership with the Manager Customer Care Technology, maintains a best in\-class Interactive Voice Response (IVR) and Call Center technology applications roadmap. Coordinates technical service, applying specialized technical or scientific knowledge and product applications. Liaison between Customer Care Operations and IT, applying specialized technical knowledge to ensure these systems meet business needs and deliver a high\-quality customer experience. **Responsibilities*** Coordinates cross\-functional efforts to drive continual improvement of contact center technology solutions across multiple retail brands. Bridges Customer Care and IT teams by identifying and communicating business requirements, user feedback, and priorities for systems enhancements. Translates internal stakeholder actionable technical plans for development teams. * Supports product ownership of contact center solutions including IVR platforms, AI virtual agents, telephony and chat ACD systems, CRM, and workforce management tools across multiple brands. * Monitors and analyzes performance indicators and use of systems, identifying trends and resolving standard issues and escalating them to a senior manager as appropriate. * Aggregates customer issues and collates commonly raised issues to create/develop response strategy. * Provides support in diagnosing and resolving technical issues with customer care technologies, provides fault isolation and resolution to limit and address issues promptly. * Maintains clear documentation for system configurations, processes, product backlogs, defines enhancement requirements, and ensures platform configurations effectively serve operational needs. * Provides subject matter expertise and guides product enhancements in an Agile environment for complex system issues and improvements. Coordinates and validates system updates, develops test cases and conducts quality assurance for deployments, compiles and communicates release and training materials. * Maintains ongoing relationships with key customer interfaces and serves as an expert in handling complex queries. * Establishes and maintains a systematic process for collecting, analyzing, and responding to customer feedback within the call center environment. * Identifies instances of noncompliance with policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate. **Qualifications*** 2\+ years customer service and retail experience required; specifically in Customer Care technology/systems, and Call Center platforms (IVR, ADC/telephony, chat, CRM, AI driven solutions). * Experience working in Agile or interactive delivery environments, including collaboration with product owners and development teams. * Exhibits high standards and accountability; takes pride in accuracy; results\-oriented and self\-motivated with a strong sense of urgency; i