CX Systems Engineer

October 23

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Coactive AI

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Description

• Be the technology conduit for CX, Operations, and Marketing and provide guidance and answers related to processes, uses, and issues related to digital systems and platforms. • Provide Thought Partnership in relation to Design Thinking, UX Research, and UX design to support the ongoing evolution of the CX team in more sophisticated use of digital platforms and applications, to better leverage customer insights, and to improve data and business analysis to enhance various customer touchpoints along the customer journey. • Administer, manage and monitor digital systems and platforms for our Student Management System and HubSpot • Co-lead the determination of need, design, acquisition, configuration, testing, administration, and maintenance of new digital systems/platforms using Agile Scrum methodologies. • Install, configure, test, and maintain new software applications related to our SMS or HubSpot. • Co-lead the design, configuration, and maintenance of digital system/platform integrations of primary CX, Marketing, and Operations systems into the CTI technology stack. • Monitor and test the performance of the digital systems/platforms and their integrations; identify and implement solutions to issues that are found. • Provide primary ownership of upgrades to systems/platforms, ensuring an understanding of and planning for impact in the system. • Co-own with the GRC Team the tasks related to the backup, redundancy, recovery, data integrity, and security/privacy of systems/platforms. • Liaise with colleagues, vendors, Faculty, and Technical Hosts to build relationships and an infrastructure for support by sharing knowledge, ideas, and concerns.

Requirements

• Ability to work under pressured timelines • Ability to work independently, as well as part of an Agile team with people of all roles and technical ability levels. • Building and holding relationships across the organization. • Creativity to imagine innovative, effective new solutions and designs for processes and systems/platforms. • Experience in Administration of HubSpot (or similar CRM) • Ability to work with vendors to map and design integrations • Leading brainstorming sessions and collaborating with others towards crafting design solutions. • Knowledge of industry and governmental laws, rules, and standards in relation to data and processes. • Business Analysis skills to identify business needs and determine solutions to business problems. • Ability to develop innovative solutions to problems, as well as manage multiple issues at the same time. • Exceptional organizational skills with an intense attention to detail. • Strong oral and written communication skills are vital to relay information correctly and communicate complex solutions to those who may be less tech savvy. • Logic and reasoning skills when troubleshooting difficult issues.

Benefits

• Wellness Fridays, every other Friday off throughout the year! • No Meeting Fridays on the alternate Fridays • Generous PTO and annual holidays • You’ll work remotely from your home • Medical, dental, vision plans available • Headspace Care mental health resources and up to 8 covered sessions per year • Monthly Technology Stipend • Employee Stock Ownership Plan • Retirement Plan, with company contribution • Employee Registration Program for our very own CTI programs • Generous parental leave