Customer Experience Program Administrator

Summary

Position Summary

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.

Job Description

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…