Enlyte ยท 1 day ago
Director, Customer Experience IT
United States
Full-time
Remote
Director/Executive
$150K/yr - $190K/yr
8+ years expEnlyte 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.
Information ServicesInformation TechnologySoftware
Hiring Manager
Frankie Pham
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
Qualification
Required
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
Preferred
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
Enlyte
Enlyte is an information service company that provides case management, clinical software, and auto-physical damage solutions.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
J
Jen Herbert
Vice President, Specialty Sales
Recent News
2025-10-14
Company data provided by crunchbase