Sr. Specialist Technology Customer Care

JCPenney•Dallas, TX

5d•Remote

About The Position

Sr Specialist Technology - Customer Care (remote) Customer Care Technology, drives the strategy, optimization, and continuous improvement of Customer Care technology platforms, including IVR, AI-powered virtual agents, telephony, chat, workforce management, and CRM solutions. Serves as the primary liaison between Customer Care Operations and IT to ensure technology investments deliver measurable business value and exceptional customer experiences across multiple retail brands.

Requirements

2+ years of experience supporting contact center technologies, customer care systems, or customer experience platforms.
Experience with IVR, Telephony/ACD, Chat, CRM, Workforce Management, and AI-driven customer service solutions.
Experience gathering and documenting business requirements, user stories, process flows, and acceptance criteria.
Experience working in Agile environments and collaborating with product owners, development teams, and business stakeholders.
Strong analytical skills with the ability to evaluate system performance, identify trends, and recommend improvements.
Experience supporting testing, deployments, and release validation activities.
Excellent written, verbal, organizational, and stakeholder management skills.
Ability to independently manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office applications and enterprise business systems.
Requires access to reliable, high-speed internet connection and a quiet working area away from distractions

Nice To Haves

Bachelor's degree preferred; equivalent education and experience considered.
Experience with customer care technology vendors, customer experience analytics, and AI-powered customer engagement tools preferred.

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 technologies including IVR platforms, conversational AI and virtual agents, omnichannel routing solutions, telephony and digital engagement platforms, CRM, workforce management, and customer experience analytics tools.
Prioritizes product backlogs, evaluates enhancement requests, develops business cases, and partners with technology teams to deliver solutions aligned with business objectives.
Monitors platform performance, adoption, and customer experience metrics; identifies trends and root causes; develops corrective actions; and escalates critical issues when necessary.
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.