User Experience Channel Administrator

We have an exciting opportunity for a User Experience Channel Administrator to join our team! 

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. The successful candidate will deliver continuous improvement through our telephony solution by optimizing the system’s natural language processing, intent recognition, and contact routing capabilities. In addition to managing third-party technical resources, the incumbent will serve as the point of contact for user administration and functional support within the organization.

Citizens Energy Group offers 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

If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!
 
Minimum Salary: $76,700 (Grade 9)

Platform Administration

• 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.
• Monitor system health and performance, ensuring high availability.

Contact Center Operations Support

• Partner with 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.
• Assist with workforce optimization and campaign management.

Integrations and Technical Support

• Support integrations with other customer-facing solutions (e.g., HubSpot).
• Work with APIs, web services, and third-party tools to enhance system capabilities.
• Collaborate with IT teams to ensure network, telephony, and security alignment.

Continuous Improvement

• Identify opportunities to automate processes and enhance system capabilities.
• Stay current on product updates, releases, and best practices.
• Recommend and implement system enhancements.

Reporting and Analytics

• 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.

Miscellaneous

• Perform other duties as assigned. 

• 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.

Preferred Skills/Qualifications                               

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

Posting Deadline: Open Until Filled 

Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.