CS Technology Enablement Specialist

ScriptPro LLC•Mission, KS

3d•Hybrid

About The Position

ScriptPro is seeking a CS Technology Enablement Specialist to work closely with Customer Service (CS) and Information Services (IS) to support technology-driven improvements across CS operations. This role will translate operational needs into user stories, support testing and implementation, and validate new tools or enhancements. The specialist will partner with CS leadership and technology teams to identify process improvement opportunities and ensure solutions meet business needs. Additionally, the role supports adoption efforts by gathering feedback, improving workflows, and helping frontline representatives use technology more effectively.

Requirements

Bachelor’s degree in Information Technology, a related field, or equivalent related work experience
1+ years experience working with ScriptPro products, services, and internal environment
Understanding of ScriptPro CRM (Siebel), Call Center Technology (Avaya PBX, IVR) as well as defect tracking and development tools (Azure Dev Ops).
Experience with current Customer Service support team operations and related activities.
Familiarity with call quality monitoring, call engagement, and workforce processes.
Experience supporting automated solutions and contact center technologies.
Knowledge of privacy, PHI, PII, and additional governance requirements.
Experience documenting business requirements and user stories.
Proven ability to manage and drive projects to completion.
Strong analytical and critical thinking skills with the ability to assess complex problems and identify root causes
Strong interpersonal skills with the ability to build relationships and collaborate across cross-functional teams and all organizational levels
Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities effectively
Excellent verbal and written communication skills, with the ability to tailor messaging to diverse audiences and stakeholders
Must have high-speed reliable internet access with a hard-wired connection
Must have a distraction free home office workspace
Must be willing to participate in video virtual meetings (camera on)

Responsibilities

Serve as a dedicated CS Technology Enablement Specialist ensuring technology is usable, adopted, supported and valuable to the CS organization.
Partner closely with Information Systems (IS), Business Analysts (BA), Developers, technology experts, and CS leadership to drive service improvements via technologies, remove barriers to success, and confirm available services are being adopted.
Develop, document, and define requirements and user stories supporting technology driven service improvements.
Lead and participate in project planning meetings, engage in user acceptance testing, implementation activities, and post release monitoring and enhancements.
Track enhancements/change requests, defects, and operational issues; communicate updates to appropriate teams and drive timely resolution.
Validate technology outputs for accuracy, consistency, and usability.
Compare results generated by technologies to customer service interactions ensuring reliability of data prior to organizational adoption.
Establish processes for validating generated content and measure performance against business expectations.
Support privacy and compliance requirements by validating processes used to identify, redact, remove, and securely control sensitive information.
Assist with CS team training, communication, and adoption efforts by gathering end-user feedback on newly implemented technologies.
Developing best practices, usage guidance, and supporting documentation for technologies.
Perform other duties as assigned