Customer Experience Specialist - Washington, United States - Grant Leading Technology

Grant Leading Technology Washington, United States

3 weeks ago

Description

Job Description

Job Description

Customer Experience (CX) Specialist
Hybrid

Grant Leading Technology is seeking a candidate for a Customer Experience (CX)

Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer service experience.

Our team utilizes Conversational IVR, Chatbots, and Virtual Assistants to give customers the help they need without the need for human intervention.

The CX Specialist will play a key role in creating an extraordinary customer experience across voice and digital-based customer engagement channels featuring natural language capabilities.

As a CX specialist, you'll support customer experience requirement generation and gathering, process design, testing, reporting and analyzing customer conversational flows.

You will work closely with Product, User Experience, Engineering, and other stakeholders to enhance the customer experience.

This position will be remote but requires 1 day in office a week in the DC area or Atlanta area.

The hours are 8 am to 4:30 pm EST.

Responsibilities:
Work closely with Line of Business (LOB) customers, vendor support teams, engineering and Project Management staff to define, deliver, and refine conversational AI experiences that are effective, engaging and consistent across all modalities
Work closely with Project Management team to ensure all technical tasks are addressed and the correct groups are engaged
Conceptualize and iterate on end-to-end designs for conversational user interfaces and content
Perform analysis of conversation paths and flows to identify opportunities and inform future designs and refine the production dialog flows
Create a deep understanding of LOB, customers and conversational applications to engage as Subject Matter Expert across assigned applications
Act as primary business interface to external technology and service partners supporting Conversational AI implementations
Offer Subject Matter Expertise and best practices related to conversational application design, standards and processes
Educate internal colleagues and stakeholders to understand the key concepts of conversation design.
Have the ability to articulate currently deployed integrations or future to be deployed integrations
Create robust test plans for User Acceptance Testing (UAT) to ensure deployed applications meet requirements
Manage/Lead the triage of issues discovered through testing and track through issue resolution.
Work toward continual process improvement based on deliberate measurement, data analytics and insights
Drive root cause analyses to respond to CX performance issues

Qualifications and Education Requirements:
Bachelor of Science (BS) degree in an administrative capacity
Three to five (3-5) years' experience in Information Technology or related fields
Experience with the lifecycle of

Vas/chatbots/voicebots

and understanding of conversation and user-design and VA dialog flows
Experience developing and conducting user testing and research
Experience establishing and analyzing CX Metrics
Strong organizational and communication skills including background in designing and crafting customer facing communications
Excellent eye for

detail/understanding

of each step of the conversation design process
Analytical skills, experience in solving business problems leveraging data
Possess the flexibility to work both independently and in a sophisticated team setting
Experience owning and executing on initiatives with minimal direction (independent, proactive, and "can-do" attitude)
Comfortable working in a fast-paced, fluid environment, handling a variety of assignments and technologies
Ability to manage multiple priorities as well as demanding timeframes and deadlines
Effective leadership and influencing skills in the application of Conversational AI
Skills and experience with Microsoft Office products specifically MS Word, MS PowerPoint, MS Project, and Visio
Must be Resident Alien or US Citizen and able to pass background check

Preferred Skills:
Have Minimum Background Investigation (MBI) clearance

About Grant Leading Technology:
Grant Leading Technology (GLT) is a verified Service-Disabled Veteran Owned Small Business (SDVOSB) government contracting firm.

GLT provides expert knowledge and skills to deliver agile enterprise solutions and innovative technologies to our clients at the Federal Aviation Administration (FAA), Internal Revenue Service (IRS), Federal Emergency Management Agency (FEMA), National Aeronautics and Space Administration (NASA), and other federal and state agencies.

We possess exceptional capabilities including, but not limited to, project management, cyber security, construction management, design, and management technology. GLT has been recognized for three consecutive years by Inc. 5000 as one of the fastest-growing private companies in America.

Our employees are at the heart of GLT's success. We value and fully embrace the diversity of individuals and ideas within our workforce. GLT provides a competitive compensation package with benefits that are immediately available. Our base healthcare plan is 100% employer paid and our 401k plan is immediately vested. We also offer paid time off, 11 federal holidays, short/long-term disability, 401k matching, and opportunities for professional development.

*Grant Leading Technology is an "equal opportunity employer". All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodations will be provided to those who are unable to utilize our online application system due to a disability. Please email

with the subject line "Accommodation"
Powered by JazzHR
NQsk2bq0xm

#J-18808-Ljbffr

Customer Experience Specialist

2 days ago

Grant Leading Technology Washington, United States

Job Description Job Description Customer Experience (CX) SpecialistHybridGrant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to auto ...
Client Experience Specialist

2 days ago

Solidcore Washington, United States

Washington, District of Columbia Metro Area[solidcore] is looking for a full-time CX Specialist to join our Client Experience team. Our ideal team member is empathetic, strategic, mission-driven, puts people first, with a knack for creative problem-solving. This person will act a ...
Client Experience Specialist

1 week ago

ViziRecruiter Washington, United States

Introduction With an eye for detail and a contagiously positive attitude, you're the teammate everyone counts on to get the project buttoned up and across the finish line. · Overview · What We Do: · We calm the confusion of IT by guiding the connection between people and techn ...
Seasonal Customer Experience Specialist

2 weeks ago

The Peach Truck Washington, United States

Join The Peach Truck as a Customer Experience Specialist, where you'll play a critical role in providing exceptional service and fostering a positive environment for our customers. Your responsibilities will encompass various aspects of customer engagement, problem resolution, an ...
Customer Experience Specialist

3 weeks ago

Grant Leading Technology Washington, United States

Customer Experience (CX) SpecialistHybridGrant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer service experi ...
Customer Experience Specialist

3 weeks ago

Grant Leading Technology Washington, United States

Customer Experience (CX) SpecialistHybrid · Grant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer service ex ...
Seller Experience Specialist

1 week ago

The Michaels Companies, Inc. Washington, United States

Seller Experience Specialist (Remote) page is loaded · Seller Experience Specialist (Remote) · Apply · locations · Irving-Irving Corporate Office-3939 West John Carpenter Freeway · time type · Full time · posted on · Posted 2 Days Ago · job requisition id · R · Support ...
Customer Experience Specialist

3 weeks ago

Grant Leading Technology Washington, United States

Customer Experience (CX) Specialist · Hybrid · Grant Leading Technology is seeking a candidate for a Customer Experience (CX) Specialist to join our conversational channels dynamic team. Our Conversational Channels team creates self-service tools to automate the customer servi ...
Client Experience Specialist

1 week ago

ViziRecruiter Washington, United States

Introduction · With an eye for detail and a contagiously positive attitude, youre the teammate everyone counts on to get the project buttoned up and across the finish line. Overview · What We Do: · We calm the confusion of IT by guiding the connection between people and techno ...
Client Experience Specialist

2 weeks ago

Solidcore Washington, United States

Washington, District of Columbia Metro Area · [solidcore] is looking for a full-time CX Specialist to join our Client Experience team. Our ideal team member is empathetic, strategic, mission-driven, puts people first, with a knack for creative problem-solving. This person will ac ...
Client Experience Specialist

1 week ago

Solidcore Washington, United States

Washington, District of Columbia Metro Area · [solidcore] is looking for a full-time CX Specialist to join our Client Experience team. Our ideal team member is empathetic, strategic, mission-driven, puts people first, with a knack for creative problem-solving. This person will a ...
Client Experience Specialist

4 weeks ago

Casaplex Washington, United States

Why Casaplex · INNOVATIVE · We believe that technology exists to improve the way we live, work, and play. We build and evolve integrated building technology solutions of the future and challenge the norm when it comes to technology. · PROFESSIONAL DEVELOPMENT · We believe in ...
Directories & Experience Coordinator/Specialist

3 weeks ago

Beveridge & Diamond PC Washington, United States

Job Description · Job DescriptionDescription:Beveridge & Diamond (B&D), the foremost national corporate environmental law firm, seeks a Directories & Experience Coordinator (or Specialist, based on years of experience). You will 1) lead the legal directory submission process for ...
Billing Specialist Law Firm Experience ReqRemote Regional

1 week ago

Consultative Search Group Washington, United States

International law firm seeks professional biller to join its Billing Team in its Wash DC Offices, and is also available in Century City, Irvine, Dallas, NYC or LA. · Position is Remote, with means you must live in a commutable distance to to come in once and a while if needed. ...
Technical Specialist

6 days ago

LHH Washington, United States

Technical Specialist · Are you looking to utilize your technical expertise? Our client, an education-based nonprofit organization in Arlington, VA, is looking for a Technical Specialist to assist their team. In this role, you will collect and analyze data, interact with members, ...
Business Development

3 weeks ago

LaSalle Network Washington, United States

LaSalle Network has partnered with a multi-billion-dollar global professional services firm looking to hire a Business Development & Marketing Specialist in their Washington DC office. · In this role, the Business Development & Marketing Specialist will provide comprehensive sup ...
Crypto Seizure Specialist

6 days ago

XLA Washington, United States

As a Seizure Specialist, you will be hired by XLA to support one of our Federal Clients, The Drug Enforcement Administration (DEA), Office of Domestic Operations, Cyber Support Section (ODV). · The ideal Seizure Specialist will have participated in field seizures of crypto curre ...
Fitness Specialist

3 days ago

Aquila | On-Site Health & Fitness Management Washington, United States

Aquila's Fitness Specialist (full-time) assists members in safe and effective exercise and performs a wide range of technical exercise and administrative duties in health/fitness center. The base salary for this position is $24.04/hour which is $50,000 annually. This is an in-per ...
Marketing/Proposal Specialist

6 days ago

3P Careers Inc Washington, United States

Marketing/Proposal Specialist - Position Summary · Our client is a leading Architecture firm is seeking a full-time proposal writer/coordinator who has a passion to actively contribute to efforts that build key relationships with teaming partners and clients, win projects, and in ...
Senior SQL Database Specialist

5 days ago

HRUCKUS Washington, United States

Veteran Firm Seeking a Senior SQL Database Specialist for Onsite Assignment in Washington, DC · My name is Stephen Hrutka. I lead a Veteran-owned consulting firm in Washington, DC, focused on strategic sourcing, supply chain management, and IT Staffing. · We seek to fill a Senior ...