Director of Customer Service Technology – Systems

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Take ownership of the CX technology stack and establish its long-term vision.

• Configure, test, integrate, and deploy CX technology solutions.

• Spearhead the modernization, migration, upgrades, and implementation of CCaaS and telephony platforms.

• Design and configure contact flows, IVR logic, queues, routing profiles, skills-based and priority routing, and disaster recovery processes.

• Develop test and cutover plans, including parallel run strategies, rollback criteria, and service-level protections.

• Oversee implementation partners and vendors, managing scopes of work, milestones, acceptance criteria, and post-launch support.

• Lead training initiatives for agents and supervisors in collaboration with Knowledge Management and Learning.

• Establish platform administration standards in partnership with IT.

• Optimize Zendesk Copilot and other agent-assist tools.

• Identify, pilot, and implement AI agent and agent-augmentation capabilities across various channels including voice, email, chat, and self-service.

• Define and evaluate automation performance using metrics like containment, deflection, escalation rates, resolution quality, CSAT, and handle time.

• Collaborate with Voice of Customer and QA teams to ensure automation enhances the customer experience.

• Maintain a ledger of efficiency tracking created capacity, cost-per-contact impact, and headcount reductions.

• Develop a continuous multi-year CX technology roadmap aligned with growth strategies, contact volume forecasts, and budget cycles.

• Create business cases for significant investments, detailing total cost of ownership, implementation efforts, and anticipated efficiency improvements.

• Assess CCaaS, agent-assist, and AI-agent solutions, providing recommendations on whether to build, buy, or defer.

• Define the target-state architecture for Zendesk or alternative platforms, telephony systems, Solidus, Coresense, and future technologies.

• Collaborate with Product and Engineering teams by drafting requirements and user stories, ensuring follow-through to adoption.

• Drive integrations that allow agents to resolve orders, returns, replacements, and Lifetime Replacement Guarantee claims without switching systems.

• Regularly spend time on the floor and engage with customers via phones.

• Capture and prioritize friction points reported by the team.

• Work alongside Service Delivery to align workforce management, quality, and other tools with team workflows.

• Evolve into a leadership role as business needs dictate.

• Measure success through efficiency improvements, reduced friction for both agents and customers, and long-term capacity creation.

• FCP Euro is a family-owned retailer and online destination specializing in European car parts, knowledge, and support.

⛳️ Requirements

• 8+ years of experience in customer experience, contact center, or service operations.

• 3+ years of ownership regarding systems, tooling, or technology for a CX organization.

• Proven experience with at least one end-to-end CCaaS or telephony migration, from platform selection through cutover and stabilization.

• Strong preference for Amazon Connect experience; relevant experience with Genesys, NICE, Five9, Talkdesk, or similar platforms is also considered.

• Hands-on experience with Zendesk administration across Support, Talk, Guide, Explore, triggers, automations, SLAs, and APIs, including sandbox and release practices, or a comparable system.

• Demonstrated success in optimizing a CCaaS or CRM environment post-launch, with measurable improvements in throughput, handle time, or cost per contact.

• Practical experience in deploying AI or automation within a service environment, with clear insights into successes, failures, and measurement strategies.

• Proficiency in integrations: REST APIs, webhooks, middleware or iPaaS tools, CRM/OMS/ERP data mapping, and sufficient SQL knowledge to validate work.

• Experience in selecting and managing vendors and implementation partners, from RFPs through to acceptance.

• Experience collaborating with Product and Engineering teams, including writing requirements, participating in sprints, and driving post-release adoption.

• Strong project and change management skills, including realistic sequencing, dependency and risk management, and effective communication with leadership.

• Familiarity with CX metrics such as contact rate, contacts per order, handle time, occupancy, cost per contact, containment, and deflection.

• A scrappy, hands-on approach combined with a customer-first mindset.

• Willingness to pause efficiency initiatives that may negatively impact customers or agents.

• Bachelor's degree in business, information systems, engineering, or a related field, or equivalent practical experience.

• This position is remote, with occasional travel required to the Connecticut facility.

🏝️ Benefits

• Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees.

• Company HSA contribution.

• 120 hours of Paid Time Off (PTO).

• 40 hours of Paid Sick Time.

• Company Holidays.

• 401k plan with Company deposits and matching contributions.

• Discounted pricing on our catalog of European car parts.

• Eligibility to participate in the FCP Euro equity program.