User Experience Channel Administrator

About the role

The User Experience Channel Administrator is responsible for omni-channel delivery of Citizens Energy Group’s customer-facing digital engagement strategy - ensuring a seamless experience across all traditional and digital channels. This individual plays an integral part in executing efforts designed to promote our customer-first culture via phone, chat, text, and email.

Responsibilities

• Administer and maintain the telephony platform, including IVR and agent desktop configurations.
• Manage user accounts, roles, permissions, and security settings.
• Configure call flows, campaigns, skills, and routing strategies.
• Maintain system health and performance, ensuring high availability.
• Support operations teams to support contact center activities.
• Troubleshoot call routing issues, agent connectivity, and platform errors.
• Optimize workflows to improve efficiency, service levels, and customer experience.
• Aid in workforce optimization and campaign management.
• Support integrations with other customer-facing solutions (e.g., HubSpot).
• Collaborate with IT teams to ensure network, telephony, and security alignment.
• Identify opportunities to automate processes and enhance system capabilities.
• Stay current on product updates, releases, and best practices.
• Recommend and implement system enhancements.
• Develop and maintain reports, dashboards, and KPIs using reporting tools.
• Analyze call center metrics (AHT, SLA, abandonment rates, etc.) and recommend improvements.
• Support business stakeholders with data insights and performance trends.

Requirements

• Bachelor’s Degree in Business, Marketing, Digital Technology, Communications or related field required.
• Proven experience in digital platform administration or a similar role.
• Strong technical aptitude with the ability to quickly learn and understand new systems.
• Excellent interpersonal, communication, and presentation skills.
• Creative thinking and the ability to generate innovative ideas for digital engagement.
• Ability to work independently and collaboratively.

Qualifications

• Experience with AI-driven customer experience and contact center platforms such as Five9 and Genesys is preferred.

Skills

• Technical aptitude
• Interpersonal and communication skills
• Creative problem-solving
• Customer service focus

Benefits

• Competitive salary and benefits including Health, Dental & Vision Defined Benefit Pension Plan 401(k) Retirement Plan with company match Short Term Incentive Pay (STIP) Plan Health Savings Account (HSA) with company contribution Wellness Program Adoption and tuition assistance Employee Credit Union PTO and Paid Holidays Flexible Hybrid Work Schedule

Pay

Minimum Salary $76,700 (Grade 9)

Schedule

Flexible Hybrid Work Schedule