ANALYST - SYSTEMS/ARCHITECTURE - II

Basking Ridge-NJ-USA

Customer Experience Technology Architect - The CX Technology architect will be responsible to develop a seamless end-to-end customer experience that

eliminates current pain points and establishes an extraordinary customer experience

An ability to focus on customer needs and behaviors to craft compelling solutions.

Leverage different tools, platforms and capabilities across different business units and provide leadership

across these units to craft a cohesive experience.

Works across Marketing, Sales, Commerce and Care to understand current challenges and help build that next

generation experience

Thinks outside, in from a customer stand point, and is able to bring customer, employee and partner

experiences together

Observe/analyze current experience from various sources and direct observation, and identify current customer

journey and sentiments and layout roadmap for the next generation experience for our customers.

Drive people, process, and technology initiatives to optimize the Customer experience end-to-end

Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer

self-service

Drive design thinking practices with the various stakeholders and produce POC's and experiments that will

help drive decision making

Drive the creation of artifacts by domain architects and implement best practices (e.g. personas, journey

maps, storyboards, etc.)

Demonstrated ability to deliver high quality innovative software service products to market that deliver

business results

A strong focus on outstanding business outcomes with effective and fast decision making

Proven Ability to tie in customer experinece decisions to business outcomes.

A strong technology background coupled with experience in making the right tradeoffs that balance the

short and long term vision

Must be very comfortable with Agile and related methodologies to accelerate decisions and outcomes while

minimizing risk

Proven experience with industry technologies within the following domains Contact Center Technologies,

CRM Tools, eCommerce Platforms and Marketing technologies.

Experience with 360 degree view of the customer, customer data integration, partner data and integration

Experience with the creation of artifacts such as personas, journey maps, storyboards, etc.

Experience and understanding on key technologies and trends

Ability to work well through ambiguity, confidence in making decisions and and keeping the team focused

on the right eventual outcomes.

Creative Excellence

• Establish consistency across all customer touch points, with an omni-channel view on how

customers interact with the company

• Oversee the visual creative direction for our digital experience;
• Keep self and team up-to-date with emerging trends in popular design methodology and technology:

Vivek Salvatore

vivek.salvatore(@)americanetworks.com

(973) 582-3458