CX Systems Sr. Associate, Voice

Join our team as a CX Systems Sr. Associate, where your expertise in IVR and telephony will be pivotal in enhancing customer experiences within voice channels. Your job is to make technical requirements into automated solutions that are easy to use. Every voice command should streamline processes and make interactions more interesting. Your role is not just about implementing technology, it’s about creating a smoother, more responsive customer journey that resonates with efficiency and care.

About the Team 

The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.

About the Job 

• Assess current voice automation systems for potential enhancements and streamline IVR workflows to ease customer interactions. Devise strategies to cut down call handling times and closely monitor performance metrics to verify that process improvements are achieving their goals.
• Identify and tackle malfunctions within the IVR platform, analyzing automation failures to provide preventative solutions. Conduct root cause analysis to understand and fix defects in automation, ensuring reliable system performance.

About You

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field
• Certification in IVR system management or relevant automation technology
• 3+ years with IVR systems and telephony solutions
• 2+ years in automation solution design and implementation
• 3+ years with system performance analysis and root cause identification
• Expertise in Interactive Voice Response (IVR) system configuration
• Knowledge in telephony system integration

Preferred Qualifications

• Skill in process automation tools and platforms
• Knowledge of call center analytics and reporting tools
• Proven track record of successful IVR system enhancements
• Demonstrable experience in reducing call handling times
• Accomplishments in process optimization and workflow automation within voice channels

#LI-REMOTE