Customer Experience Systems Analyst

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re looking to hire a Customer Experience (CX) Specialist for an innovative technology firm dedicated to enhancing customer interactions through advanced solutions. Join a dynamic team where creativity meets technology, fostering a culture of collaboration and continuous improvement.

You’ll join the CX Team to design, implement, and optimize customer experience systems and processes. This is a 12+ month contract opportunity. The role is located in California and is fully remote.

Customer Experience (CX) Specialist Responsibilities:

• Design, build, and maintain Amazon Connect contact flows to ensure seamless customer experiences and efficient contact routing.
• Implement and optimize Contact Lens rules for real-time conversation analysis, identifying trends, issues, and actionable insights.
• Develop and fine-tune Contact Lens analytics rules tailored to business needs for accurate monitoring of customer interactions.
• Collaborate with data teams to prepare datasets and structure training inputs for GPT-based machine learning models, ensuring proper data hygiene and model readiness.
• Assist in fine-tuning language models for various customer interaction scenarios and use cases.
• Configure and integrate customer experience (CX) tools such as CRM systems and ticketing platforms for a unified customer service infrastructure.
• Monitor and optimize CX systems to align with evolving business goals and customer needs.

Customer Experience (CX) Specialist Requirements:

• Hands-on experience configuring Amazon Connect contact flows and integrating with other AWS services.
• Strong understanding of Contact Lens and real-time conversational analytics.
• Familiarity with preparing datasets for machine learning model training, especially for natural language processing (NLP) models like GPT.
• Experience in training, testing, and evaluating machine learning models for customer service applications.
• Proficient in configuring customer service platforms and creating efficient workflows.
• Knowledge of integrating CX tools with enterprise systems (CRM, ticketing, analytics, etc.).
• SQL experience with the ability to query data and build basic spreadsheet reports.
• Strong problem-solving and analytical skills to diagnose issues in contact flows and analyze customer interaction data.
• Experience managing cross-functional projects with excellent communication skills to work with internal teams and stakeholders.
• Ability to translate technical concepts into business terms.
• Bilingual in Spanish, German, French, or Portuguese is a plus but not required.

Perks & Benefits:

• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k Program
• Commuter Benefit
• eLearning
• Education Reimbursement
• Ongoing Training & Development

To qualify for our benefits package, you must work over 30 hours per week and the length of assignment must be a minimum of 10 weeks.

To learn more about this Customer Experience (CX) Specialist opportunity, apply now. Our recruitment team will be in touch, guide you through the interview process, and advocate on your behalf.

Employer Details:

• Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
• Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
• Onward Search is a drug-free workplace.
• Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing and technology. Our clients are continuously turning to us to fill their open positions. Therefore, there is no application deadline for this position, as we are seeking candidates for this type of role across all our clients on an ongoing basis.