Description

Mitchell International


Director, Customer Experience IT

US--Remote

Job ID: 25-18495
Type: Regular Full-Time
# of Openings: 1
Category: Information Technology
Mitchell International, Inc.

Overview

At Enlyte, we combine innovative technology, clinical expertise, and human compassion to help people recover after workplace injuries or auto accidents. We support their journey back to health and wellness through our industry-leading solutions and services. Whether you're supporting a Fortune 500 client or a local business, developing cutting-edge technology, or providing clinical services you'll work alongside dedicated professionals who share your commitment to excellence and make a meaningful impact. Join us in fueling our mission to protect dreams and restore lives, while building your career in an environment that values collaboration, innovation, and personal growth. Be part of a team that makes a real difference.

Responsibilities

This is a full-time remote position that can be located anywhere in the U.S.

We're seeking an experienced IT Director to lead our Customer Experience (CX) technology team & initiatives, with a focus on Salesforce.com, NICE InContact platforms, Customer Data Strategy, AI and Customer self-service enablement. This strategic leadership position will drive innovative technology solutions that enhance customer experience while aligning with our business objectives. Key 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.

Qualifications

• 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 Qualifications :

• 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

Salary:

PI280259449