Customer Experience Program Administrator

Jr. Customer Experience Engineer

The Jr. Customer Experience Engineer supports the administration, configuration, governance, and continuous improvement of customer experience systems, technologies, and programs across Athens Services. This role serves as a key operational partner in maintaining customer experience platforms, Voice of Customer (VoC) systems, customer engagement technologies, customer journey tools, and enterprise experience management programs.

The position partners closely with the Athens Support Center, Sales, Marketing, Operations, and Information Technology teams to support system performance, data quality, reporting, process improvement, and customer experience program execution. The role serves as the primary business administrator for Genesys Cloud and is responsible for the ongoing development, maintenance, optimization, and enhancement of the platform to support evolving customer, employee, and business needs.

The Customer Experience Program Administrator plays a critical role in enabling Athens Services' Customer Experience Transformation by ensuring customer experience technologies, data, and processes effectively support the organization's commitment to delivering consistent exceptional experiences, every customer, every time.

Genesys Cloud Administration

• Serve as a day-to-day administrator for Genesys Cloud managing users, roles, queues, wrap-up codes, and routing configurations
• Support configuration of IVR call flows, callbacks, and routing logic in Architect
• Coordinate with IT to maintain integrations between Genesys Cloud and internal systems via REST APIs and webhooks
• Support QA and testing of new platform features and configuration changes before go-live
• Monitor platform performance and recommend continuous improvement opportunities aligned with ASC operations and Customer Experience strategy.

Voice of Customer (VoC) Platform Administration

• Administer the organization's Voice of Customer platform, including user management, survey deployment, workflow configuration, dashboards, and reporting.
• Support customer feedback collection across key customer journey touchpoints.
• Configure and maintain survey triggers, distribution lists, workflows, and automated feedback processes.
• Monitor customer feedback data quality and reporting integrity.
• Support closed-loop feedback processes, customer recovery workflows, and escalation management programs.
• Assist with analysis and reporting of customer experience metrics, customer sentiment, and emerging trends.

CX Systems & Applications Support

• Administer and maintain customer experience technologies, applications, and supporting systems.
• Support customer-facing and employee-facing experience platforms, workflows, and engagement tools.
• Coordinate system integrations between customer experience platforms and enterprise business systems.
• Gather business requirements and collaborate with IT and business stakeholders on system enhancements and solution development.
• Support testing, validation, and deployment of new functionality across customer experience technologies.
• Maintain system documentation, configuration records, and support materials.

AI-Assisted CX Features

• Support implementation and administration of AI-assisted customer experience capabilities, including conversational AI, chatbots, automated workflows, customer self-service tools, and digital engagement platforms.
• Assist with evaluation, testing, and deployment of emerging customer experience technologies.
• Support experimentation and continuous improvement efforts related to automation and AI-enabled customer experiences.
• Stay current on industry trends, customer experience technologies, AI capabilities, and best practices.

Analytics & Reporting

• Develop and maintain customer experience dashboards, scorecards, and reporting tools.
• Support reporting related to customer feedback, journey performance, customer engagement, and experience outcomes.
• Monitor data integrity across customer experience platforms and integrations.
• Assist with documenting data flows, business requirements, and reporting standards.
• Support leadership reporting and analysis to inform customer experience strategy and operational decision-making.

Cross-Functional Collaboration

• Partner closely with Athens Support Center leadership to prioritize and implement Genesys Cloud enhancements, workflow improvements, and customer engagement capabilities.
• Collaborate with Customer Experience, Sales, Marketing, Operations, IT, and other stakeholders to ensure customer experience technologies support enterprise business objectives and customer journey improvements.
• Translate business requirements into scalable system, process, and technology solutions.
• Facilitate communication and coordination across teams participating in customer experience programs and initiatives.
• Support governance, standardization, and continuous improvement efforts across customer experience platforms and processes.

Required Qualifications

• Bachelor's degree in Business, Information Systems, Customer Experience, Technology, Communications, or a related field, or equivalent combination of education and experience.
• 24 years of experience administering or supporting cloud-based business platforms, customer experience systems, CRM systems, survey platforms, or similar SaaS technologies.
• Experience supporting system configurations, user administration, workflows, and platform governance.
• Familiarity with customer experience, Voice of Customer, customer journey management, CRM, or related business functions.
• Basic understanding of APIs, webhooks, integrations, and data management concepts.
• Experience working with reporting tools, dashboards, and business intelligence platforms.
• Strong organizational, documentation, project coordination, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work effectively with both technical and non-technical stakeholders.
• Ability to manage multiple projects and priorities in a fast-paced environment.

Preferred Qualifications

• Hands-on Genesys Cloud administration experience (Architect call flows, routing, user/role management)
• Hands-on Qualtrics administration experience (survey design, distribution, dashboards, API access)
• Experience administering or supporting a custom or in-house CRM, ticketing, or case management application
• Experience coordinating program rollouts, platform migrations, or process improvement initiatives
• Experience building closed-loop feedback workflows that tie VoC signals back to operational or agent-level data
• Familiarity with CRM systems (Salesforce, Soft-pak, or similar)
• Experience with agentless SMS APIs or omnichannel messaging platforms
• Understanding of contact center KPIs (AHT, FCR, CSAT, service level)
• Bilingual English / Spanish
• Work experience in the waste or transportation industry

Salary: $85,000 - $110,000

Benefits:

• Competitive wages
• Comprehensive benefit package Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran