Customer Experience Architect

1 dia atrás

Brasil Fortive Corporation Tempo inteiro
Job Summary

We are seeking a highly skilled Customer Experience Architect to join our team at Fortive Corporation. As a key member of our organization, you will play a vital role in designing and implementing innovative omnichannel support solutions that deliver exceptional customer experiences.

About the Role

The Customer Experience Architect will be responsible for leading the design and execution of an omnichannel strategy that enhances customer support across various platforms and touchpoints. This includes chat, portals, telephony, and email. You will work closely with product support teams, IT, product managers, and external vendors to align platform capabilities with business goals and customer needs.

Key Responsibilities
  • Lead the design and execution of an omnichannel strategy to enhance customer support experience.
  • Ensure seamless integration between CRM, contact center, and other platforms to drive automation and efficiency in support workflows.
  • Analyze and optimize existing omnichannel platforms to improve user experience, response times, and overall support performance.
  • Collaborate with cross-functional teams to identify opportunities for automation, AI, self-service capabilities, and process enhancements.
  • Develop training materials and facilitate workshops to ensure product support teams are effectively using omnichannel tools.
  • Manage relationships with technology vendors and service providers to ensure platform stability, updates, and service-level agreements are met.

Requirements

To be successful in this role, you will need:
  • A Bachelor's degree in a Business, Information Systems, or a related field.
  • 3+ years of experience in a customer experience role, with at least 2 years focused on omnichannel platforms within B2B SaaS industry.
  • Deep knowledge of omnichannel support platforms like Salesforce Service Cloud, or similar CRM systems, contact center; experience with multi-touchpoint chatbots, telephony integrations, and customer portal design.
  • Excellent problem-solving skills, with the ability to analyze complex problems, identify root causes, and implement effective solutions.
  • Strong communication skills, with the ability to convey technical information to non-technical stakeholders.
  • Proven track record of working collaboratively in a matrixed environment, building relationships, and driving results across departments.

What We Offer

As a valued member of our team, you can expect:
  • A competitive salary range of $120,000 - $180,000 per year, based on experience.
  • A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
  • Ongoing training and development opportunities to help you grow your skills and advance your career.

How to Apply

If you are a motivated and experienced professional looking to make a meaningful impact in the field of customer experience, we encourage you to apply for this exciting opportunity.

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