Become a member of our team and help jewelers all over the world make moments that matter happen for their customers. Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers! The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.

 

The Sr. Manager of CX Technology will support the development and maintenance of our Customer Experience Platforms. The ideal candidate will have a strong understanding of the Salesforce Ecosystem, Contact Center Systems, and Voice of the Customer platforms including their architecture and integration methodologies. 

 

Key Responsibilities:

Understanding of CX applications and integrationsMaintain and support existing architectureStay current with system releases and new features, recommending improvements and upgrades as neededTroubleshoot and resolve technical issuesMentor and lead team members and provide guidance on best practiceCollaborate with stakeholders to gather requirements and design solutions that meet business needs 

 

Basic Qualifications:

3+ years of experience working with Salesforce, Five9, Verint, and/or Contact Center AI systems in a Production environmentKnowledge of Integrations (APIs, Web Services, etc.)Strong knowledge of Salesforce configuration and customization Strong attention to detail and ability to work independentlyExcellent communication, problem-solving, and analytical skills

 

Preferred Qualifications:

Salesforce certification