CX/Innovation Lead

Softrams is one of the fastest growing digital services firms in the Washington Metropolitan regions crafting human-centered solutions and empowering digital services with a focus on HX, AI, cloud, DevOps and cyber security. Our offices are located in Leesburg VA, Baltimore MD, and Plano TX, and our teams are spread across the U.S.

Recognized as a Top Workplace USA (2024)

Recognized as one of the Top Workplaces in Technology (2023, 2021)

INC 5000, Fastest growing companies in America (2023, 2022)

Washington Business Journal Top 75 Fastest Growing Companies in Greater Washington area

2020 NXT UP - Top Federal Emerging Technology and consulting firms

2020 Inaugural DC Metro’s Most Successful Companies

2020 Washington Technology Fast 50

NVTC Tech 100 (2020, 2019)

Job Description

Softrams is looking for a CX/Innovation Lead for work on a Federal Service Desk contract with 100 agents. This role will concentrate on improving the overall customer and agent experience by leveraging emerging technology and innovation. The CX/Innovation Lead will work to develop an understanding of customer expectations, needs, and issues by analyzing metric data and customer feedback to identify potential improvement opportunities. They will then develop solutions utilizing products, processes or services that enhance staff efficiency and responsiveness.

Federal Requirements:  

• Ability to obtain a U.S. Federal Position of Trust clearance designation. 
• Must reside in and be able to perform work in the United States. 
• Must have lived in the United States for 3 of the last 5 years. 
  
  

Required Qualifications

• Bachelor's degree in a relevant field, such as business management or technology.
• Previous experience on a Federal Service Desk project with 100 full-time agents.
• 5 years of CCaaS and/or SaaS platform, application administration role, or in a digital, marketing, or support operation role.
• Preferred - 5 years of experience in CX management within ServiceNow (SNow)/NICE CXone.
• Extensive experience leading cross-functional projects utilizingcutting edge tools and techniques.
• Tech-savvy and forward-thinking: A deep passion for working with cutting-edge technologies, embracing digital transformation.
• Possessing the initiative and motivation necessary to set priorities, adhere to timelines and navigate dynamic demands effectively.
• Unparalleled organizational skills, managing multiple priorities with ease and efficiency.
• Pays close attention to every detail, from grammar to design, while maintaining a broader perspective and focusing on the overall vision.
• Is a team player and collaborates, communicates, and delivers successful initiatives
• Excellent oral and written communication skills and must be detailed oriented. 
  
  

Responsibilities

• The role focuses heavily on collaborating internally and with CMS key stakeholders, building an innovation backlog, developing key accelerators, and continuous development of Softrams’ Business Operations Support Center of Excellence.
• Design, plan, and lead the implementation of CX solutions using CXone/SNow/AWS cloud.
• Well versed with concepts like Conversational AI through Voicebots/Chatbots, Intelligent swarming to provide better First Contact Resolution, SNow AI, automated ticket assignments.
• Develop & implement similar solutions to lower costs and provide better user experience.
• Will use Agile Principles, LEAN Six Sigma, CX Design Principles, and Change Management best practices in consultation with project leads, technology, and our Contact Center team.
• Lead agile teams in the development of continuous improvement initiatives, generally of high complexity, consult with, and influence internal/external stakeholders, creating value and buy-in as the lead business process improvement transformation partner.
• Deeply understand Contact Center technology and emerging capabilities and trends. Prepare recommendations for presentation to senior management/CMS leadership for the prioritization and delivery of new capabilities.
• Conduct in-depth analysis of customer feedback to uncover actionable insights and make data-driven recommendations for process improvements.
• Utilize data-driven insights to identify critical pain points, potential efficiency gains, and opportunities for enhancing functionality.
• Collaborate with operations teams to identify and address customer pain points, driving improvements in key CX metrics.
• Monitor, analyze, and recommend CRM and workflow changes for continuous improvement.
• Solution & configure ticketing and automation workflows.
• Partner with internal and third-party IT resources to integrate API and software solutions.
• Establish effective communication channels to disseminate customer feedback to stakeholders, fostering a culture of customer-centricity.
• Develop and implement strategic initiatives to enhance customer satisfaction, ensuring alignment with overall business goals.
• Manage/groom the backlog of enhancements aligning with business objectives.
• Stay abreast of industry trends, standards and emerging technology that can be leveraged in future solutions.
  
  

Benefits And Perks

• 65%-75% company-sponsored (including dependents) premiums towards medical, dental and vision insurance. For eligible plans and tiers, we provide 100% company-paid medical insurance. 100% employer sponsored STD, LTD and life insurance (min $100K). Voluntary life insurance option available.
• Retirement 401(k) plan with employer matching. Immediate vesting.
• Vacation and sick leave.
• Maternity and parental leave.
• Discretionary bonuses, spot awards, gifts, and tenure-based rewards.
• Company-sponsored role-based training and certifications.
• Monthly DoordashDashPass subscription.
• Group discounts via LifeMart ADP
  
  

Public Trust Clearance

This role requires the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

Work Location:

We have open-collaboration offices in Leesburg VA and Baltimore MD for those who may prefer to work on-site. However, Softrams is a 100% remote-first team environment. Softrams works in the eastern time zone and standard work hours are 9am ET to 5pm ET with flexibility around start and end times based on team needs.

About Softrams

Softrams is a Maryland and Virginia-based small business information technology, consulting, and solutions provider specializing in emerging technologies for UX/UI, mobile apps, DevOps, big data analytics, data science, and cyber security. We offer innovative technology implementations and build customer-centric services that are simple, intuitive, scalable, efficient and usable.

EEO Statement

Softrams, LLC. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at recruiting@softrams.com

Know your rights poster: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf