Enlyte

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Enlyte is a company that combines innovative technology, clinical expertise, and human compassion to support recovery after workplace injuries or auto accidents. They are seeking an experienced IT Director to lead their Customer Experience technology team, focusing on enhancing customer experience through innovative technology solutions and strategic leadership in AI and self-service capabilities. Responsibilities • Provide strategic leadership for the CX technology ecosystem, with particular emphasis on Salesforce.com, NICE InContact platforms, AI solutions, and self-service capabilities • Develop and execute the CX technology roadmap that incorporates AI-driven automation and self-service strategies • Lead the implementation of AI, DataCloud & Agendforce, including chatbots, virtual assistants, and predictive analytics technologies to enhance customer interactions, enable operational efficiency for Commercial & Marketing functions & Contact Center Operations • Design and optimize self-service channels that empower customers while reducing service & support operations costs • Lead a team of IT professionals responsible for implementing, maintaining, and optimizing CX applications and AI solutions • Partner with business stakeholders to identify requirements and deliver technology solutions that enhance customer experience • Vendor partnership & relationship management • Establish technology & process governance, best practices, and standards for CX technology implementations and AI deployments • Manage budget planning and resource allocation for CX technology initiatives • Drive continuous improvement of CX systems through regular evaluation, optimization, and AI enhancement • Ensure compliance with security, privacy, and regulatory requirements for all customer-facing technologies Skills • Bachelor's degree in Computer Science, Information Technology, or related field (Master's preferred) • 8+ years of IT management experience, with at least 5 years in leadership roles • Extensive expertise with Salesforce.com, including implementation, customization, and integration • Significant experience with NICE InContact or similar contact center platforms • Demonstrated experience implementing AI solutions in customer experience applications • Track record of successfully deploying Data solutions, self-service technologies that improve customer satisfaction • Proven track record of leading complex technology initiatives and driving digital transformation • Strong understanding of customer experience principles and how technology enables exceptional CX • Experience managing cross-functional teams and influencing senior stakeholders • Salesforce certifications (Administrator, Developer, Architect) • NICE InContact certifications or demonstrated expertise • Experience with AI platforms, machine learning tools, and natural language processing technologies • Knowledge of customer self-service best practices and technologies • Experience with additional CX technologies (e.g., customer journey mapping tools, voice analytics) • Knowledge of agile methodologies and project management frameworks • Experience with API integration and middleware solutions • Understanding of data privacy regulations and compliance requirements Benefits • Medical • Dental • Vision • Health Savings Accounts / Flexible Spending Accounts • Life and AD&D Insurance • 401(k) • Tuition Reimbursement Company Overview • Enlyte is an information service company that provides case management, clinical software, and auto-physical damage solutions. It was founded in 1946, and is headquartered in San Diego, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.enlyte.com/.