Director of Customer Service Technology & Systems

Fcp-Euro; Connecticut; A distancia; USD 145.000 - 165.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental, Vision

401k with match

PTO 120 hours

Employee discounts

Descripción de la vacante

FCP Euro Inc. is seeking a Director of CX Technology and Systems to own the CX tech stack, driving multi-year vision and hands-on configuration.

You will lead major CCaaS/telephony upgrades, AI agent augmentation, and cross-functional integrations with e-commerce, OMS, and ERP to deliver measurable efficiency. You will work closely with Product and Engineering, design end-to-end migrations, and build the first version before growing a team as needed.

Formación

• 8+ years in customer experience, contact center, or service operations.
• 3+ years owning CX systems or technology.
• Hands-on Zendesk administration across Support, Talk, Guide, Explore, triggers, automations, SLAs, and APIs.

Responsabilidades

• Lead CCaaS and telephony upgrades and migrations through discovery, requirements, design, build, testing, cutover, and hypercare.
• Design and configure contact flows, IVR, queues, routing profiles, skills-based routing, and disaster recovery behavior.
• Build test and cutover plans, including parallel run strategy, rollback criteria, and service-level protection.
• Manage implementation partners and vendors, owning scopes of work, milestones, acceptance criteria, and post-launch support.
• Lead agent and supervisor training with Knowledge Management and Learning teams, set platform administration standards with IT.
• Own optimization of Zendesk Copilot and other agent assist tools, from macro hygiene to tuning and adoption tracking.
• Identify, pilot, and launch AI agent capabilities across voice, email, chat, and self-service.
• Define how automation is measured: containment, deflection, escalation rate, resolution quality, CSAT, handle time.
• Partner with Voice of Customer and QA to ensure automation improves CX and report when it does not.
• Maintain an efficiency ledger showing capacity created, cost per contact impact, and headcount avoided.
• Own a rolling multi-year CX stack roadmap aligned with growth, volume forecasts, and budget.
• Build business cases for major investments with TCO, effort, and gains.
• Scan CCaaS/agent AI markets, run pilots, and publish build/buy/defer recommendations.
• Define target-state architecture for Zendesk and data sharing with telephony, Solidus, Coresense, and future systems.

Conocimientos

CCaaS knowledge

Telephony platforms

AI agent augmentation

Zendesk administration

Vendor management

Product & Engineering collaboration

Project and change management

CX metrics analysis

SQL

Educación

Bachelor's degree in business, information systems, engineering, or related

Herramientas

Zendesk

CCaaS platforms (Amazon Connect, Genesys, NICE, Five9, Talkdesk)

CRM/OMS/ERP integrations

Descripción del empleo

About the role

Our Customer Experience team is growing fast, and we want our technology to grow its capacity as well. We're looking for a Director of CX Technology and Systems to own the CX technology stack: set the multi-year vision, then personally configure, test, integrate, and ship against it.

You’ll lead our biggest contact center initiatives, including modernizing our CCaaS and telephony platforms, expanding AI agent capabilities, and deepening integrations across our e-commerce, OMS, and ERP systems in partnership with our Product / Engineering teams. This is an owner-operator role, not a vendor-management role. You’ll build the first version yourself and grow into leading a team as the business need dictates.

You’ll measure success by the efficiency you gain, the friction you remove for agents and customers, and the long-term capacity you create.

About FCP Euro

FCP Euro is the trusted home and online destination for European car owners and professionals. Family-owned since 1986, our mission is to make European vehicle ownership more enjoyable and enduring by delivering the highest quality parts, knowledge, and support people can rely on. At FCP Euro, we exist to empower owners and professionals with the confidence and support to care for their European cars properly. That commitment has made us more than a retailer, but a long-term partner for those who value quality, expertise, and trust throughout the life of their vehicle.

What you’ll do

Lead platform migrations and implementation

• Lead CCaaS and telephony upgrades and migrations through every phase: discovery, requirements, design, build, testing, cutover, and hypercare.
• Personally design and configure contact flows, IVR logic, queues, routing profiles, skills-based and priority routing, and disaster recovery behavior.
• Build test and cutover plans, including parallel run strategy, rollback criteria, and service-level protection during transition.
• Manage implementation partners and vendors, owning scopes of work, milestones, acceptance criteria, and post-launch support.
• Lead agent and supervisor training with our Knowledge Management and Learning team, and set platform administration standards with IT.

Put AI and agent augmentation to work

• Own optimization of Zendesk Copilot and other agent assist tools, from procedure design and macro hygiene to suggested-response tuning and adoption tracking.
• Identify, pilot, and launch AI agent and agent augmentation capabilities across voice, email, chat, and self-service.
• Define how every automation is measured: containment, deflection, escalation rate, resolution quality, CSAT, and handle time.
• Partner with Voice of Customer and QA to make sure automation improves the customer experience, and speak up when a tool isn't meeting the bar.
• Maintain an efficiency ledger showing capacity created, cost per contact impact, and headcount avoided.

Set the CX technology strategy

• Own a rolling multi-year roadmap for the CX stack, sequenced against growth plans, contact volume forecasts, and the budget cycle.
• Build business cases for major investments, covering total cost of ownership, implementation effort, and expected efficiency gains.
• Scan the CCaaS, agent assist, and AI agent market, run structured evaluations and pilots, and make clear build, buy, or defer recommendations.
• Define the target-state architecture for how Zendesk (or alternative platform), telephony, Solidus, Coresense, and future systems share data.

Connect systems and listen to the front line

• Serve as the primary CX partner to Product and Engineering, writing requirements and user stories and following work through to adoption.
• Drive integrations so agents can resolve orders, returns, replacements, and Lifetime Replacement Guarantee claims without switching systems.
• Spend regular time on the floor and on the phones, and run a transparent process for capturing and prioritizing friction reported by the team.
• Partner with Service Delivery so workforce management, quality, and other tools fit the way the team actually works.

What you bring

• 8+ years in customer experience, contact center, or service operations, including 3+ years owning systems, tooling, or technology for a CX organization.
• Ownership of at least one end-to-end CCaaS or telephony migration, from platform selection through cutover and stabilization. Amazon Connect experience is strongly preferred; Genesys, NICE, Five9, Talkdesk, or comparable experience is relevant.
• Hands-on Zendesk administration across Support, Talk, Guide, Explore, triggers, automations, SLAs, and APIs, including sandbox and release practices (or comparable system).
• A track record of optimizing a CCaaS or CRM environment after go-live, with measurable gains in throughput, handle time, or cost per contact.
• Practical experience deploying AI or automation in a service environment, with a clear view of what worked, what didn't, and how you measured it.
• Integration literacy: REST APIs, webhooks, middleware or iPaaS tools, CRM/OMS/ERP data mapping, and enough SQL to validate your work.
• Experience selecting and managing vendors and implementation partners, from RFPs through acceptance.
• Experience partnering with Product and Engineering, including writing requirements, joining sprints, and driving adoption after release.
• Strong project and change management: realistic sequencing, dependency and risk management, and clear communication to leadership.
• Comfort with CX metrics such as contact rate, contacts per order, handle time, occupancy, cost per contact, containment, and deflection.
• A scrappy, hands-on style and customer-first judgment, including the willingness to slow down an efficiency initiative that hurts customers or agents.
• A bachelor's degree in business, information systems, engineering, or a related field, or equivalent practical experience.

This is a remote job with some travel to our Connecticut facility required.

Compensation

The base salary range for this role is $145,000 to $165,000 depending on experience, with a total compensation opportunity of $160,000 to $185,000 annually plus eligibility for participation in our FCP Euro equity program.

Benefits and Perks

• Company-subsidized Medical, Dental, and Vision insurance, including a zero-premium Medical plan for employees. Company HSA contribution.
• 120 hours of PTO (Paid Time Off), 40 hours of Paid Sick Time plus Company Holidays
• 401k with Company deposit and match.
• Discounted prices on our catalog of European car parts!

No phone calls or agency referrals, please.

FCP Euro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any kind on the basis of race, color, religion, sexual orientation, sex, gender identity or expression, national origin, cultural heritage, ancestry, political belief, age, marital status, family status, pregnancy, physical or mental disability, intellectual disability, learning disability, veteran status or any other characteristic protected by the law