Instacart
CX Systems Sr. Associate, Voice
Job Summary
The role involves enhancing customer experiences through IVR and telephony automation, focusing on streamlining voice interactions and reducing call handling times. Candidates should have experience with IVR system configuration, automation design, and system performance analysis, with a strong emphasis on process optimization. The position is remote, with a focus on technical problem-solving, performance monitoring, and system enhancements within voice channels. The role supports the company's customer-centric approach, aiming to improve service quality and operational efficiency.
Required Skills
Benefits
Job Description
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Overview
About the Role
Join our team as a CX Systems Sr. Associate, where your expertise in IVR and telephony will be pivotal in enhancing customer experiences within voice channels. Your job is to make technical requirements into automated solutions that are easy to use. Every voice command should streamline processes and make interactions more interesting. Your role is not just about implementing technology, it's about creating a smoother, more responsive customer journey that resonates with efficiency and care.
About the Team
The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.
About the Job
- Assess current voice automation systems for potential enhancements and streamline IVR workflows to ease customer interactions. Devise strategies to cut down call handling times and closely monitor performance metrics to verify that process improvements are achieving their goals.
- Identify and tackle malfunctions within the IVR platform, analyzing automation failures to provide preventative solutions. Conduct root cause analysis to understand and fix defects in automation, ensuring reliable system performance.
About You
Minimum Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- Certification in IVR system management or relevant automation technology
- 3+ years with IVR systems and telephony solutions
- 2+ years in automation solution design and implementation
- 3+ years with system performance analysis and root cause identification
- Expertise in Interactive Voice Response (IVR) system configuration
- Knowledge in telephony system integration
Preferred Qualifications
- Skill in process automation tools and platforms
- Knowledge of call center analytics and reporting tools
- Proven track record of successful IVR system enhancements
- Demonstrable experience in reducing call handling times
- Accomplishments in process optimization and workflow automation within voice channels
#LI-REMOTE
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For Canadian based candidates, the base pay ranges for a successful candidate are listed below.
Instacart
A grocery delivery service allowing users to order from local stores and have items delivered by personal shoppers.
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