Customer Experience Systems & Quality Lead Position Summary The Contact Center Technology & Workflow Lead is a senior technical operations role responsible for optimizing, automating, and modernizing the Housing Authority of Cook County’s unified Contact Center and IT support ecosystem. This position serves as the primary architect of Zendesk workflows, internal automation, and customer experience technology—while also providing leadership, coaching, performance feedback, and subject matter expertise for Contact Center Associates and Agents. Essential Duties & Responsibilities Zendesk Workflow Engineering & Optimization - Design, implement, and maintain advanced Zendesk routing logic, workflow automations, macros, triggers, and SLA rules to streamline IT and customer service operations.
- Continuously analyze call queues, ticket flow patterns, and automation failures to reduce friction, increase deflection, and improve First Contact Resolution.
- Own the configuration and lifecycle of Zendesk ticket forms, fields, decision trees, and category taxonomies.
IT Self Service Portal & Chatbot Development - Lead the design and implementation of an automated IT self-service portal on the HACC Intranet.
- Architect, deploy, and continuously refine an internal AI chatbot capable of addressing high frequency IT issues, answering questions, and creating tickets automatically when escalation is required.
Knowledge Management & Quality Assurance - Maintain ownership of all knowledge‑base articles, ensuring clarity, accuracy, and alignment with evolving IT systems and workflows.
- Establish and manage a formal Quality Assurance program including call reviews, ticket accuracy audits, and compliance checks.
Team Leadership, Coaching & Performance Management - Serve as the shift lead or escalation authority during surges, outages, emergency communications, or sensitive customer interactions.
- Identify persistent performance, attendance, or conduct issues and recommend formal disciplinary actions or performance improvement plans (PIPs) to the Contact Center Manager for Associate and Level 2 personnel
Operational Strategy & Cross Department Collaboration - Act as the operational liaison between the Contact Center and IT leadership, translating organizational needs into workflow and system improvements.
- Collaborate with HR, Finance, Procurement, and IT in support of workflow modernization, compliance alignment, and approval chain integrity.
Knowledge, Skills & Abilities - Expertise in modern IT service delivery principles, ITIL frameworks, omnichannel Contact Center operations, and affordable housing program guidelines.
- Advanced capability in workflow automation, ticket system administration, and troubleshooting within M365, Active Directory, CRMs, and housing platforms.
Minimum Qualifications - Bachelor’s degree in Information Systems, Business Administration, Public Administration, Communications, or related field. Master’s degree preferred.
- Three (3) to five (5) years progressive experience in IT support, contact center operations, or public service delivery.
- At least two (2) years of formal leadership, team lead, or supervisory experience.
Working Conditions - Hybrid environment with combination of remote and on‑site duties.
- Work involves managing sensitive customer information and high stakes operational incidents requiring sound judgment and technical accuracy.
BENEFITS · Health insurance · FREE Dental insurance · FREE Vision insurance · Life insurance · Healthcare flexible spending account · Dependent Care flexible spending account · Commuter flexible spending account · Employee Assistance Program (EAP) · Paid time off including 14 Holidays · Hybrid Schedule · Flexible Work Hours · 401(k) – Employer contribution of 6% This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job will be considered.
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