Systems Experience Manager

T-Mobile USA, Inc

Bellevue, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Acceptance Testing, Analysis Skills, Architectural Services, Artificial Intelligence (AI), Automation, Business Process Management, Business Solutions, Business impact analysis (BIA), Call Centers, Call Routing, Campaigns, Cisco Network Systems, Coaching, Conversation Engine, Cross-Functional, Customer Satisfaction, Customer Support/Service, Documentation, English Language, Establish Priorities, Leadership, Microsoft Office, Microsoft Product Family, Problem Solving Skills, Process Development, Production Support, Production Systems, Project Lifecycle, Requirements Management, Retail, Robotics, SAP BusinessObjects, SQL (Structured Query Language), Software Development, Spanish Language, Stock Purchase Plans, Sustainability, System Integration (SI), Systems Administration/Management, Team Lead/Manager, Technical Leadership, Test Case, Training/Teaching, Translation Services, User Interface/Experience (UI/UX), Voice Products, Voice Response Systems, Willing to Travel, Wireless Communications, Workforce Management

LOCATION

Bellevue, WA

POSTED

30+ days ago

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview
Develop and deliver an exceptional Contact Center and Systems experience in support of enterprise strategy by applying deep subject matter expertise of Contact Center platforms to execute on program and/or system-level initiatives. Apply understanding of various IVR, Voicebot, Chat, Automation, WFM, or Call Routing & Outbound Campaign Management technical platforms that serve a critical portion of the business to contribute to planning for scalability, sustainability, and future development of systems and solutions. Own and drive cross functional issue resolution and critical problem management efforts impacting multiple lines of business and applications. Interact with departmental leadership teams and act as a liaison between cross-functional product/technical and business organizations in supporting system requirements, design strategies, and successful implementations from concept through launch, and ongoing production support.

Job Responsibilities:

* Lead the IVR, Voicebot, Chat, Automation, WFM, or Call Routing & Outbound Campaign Management systems experience throughout project and production lifecycle. Includes cross-functional project ownership, implementation and launches, and ongoing support. Lead ad hoc teams to effectively manage complex, cross-functional system opportunities and issues.
* Connect with leadership, business partners, and technical partners on progress against strategy and keep them informed on existing cross-functional issues relating to the availability and functionality of production systems.
* Lead medium to large Contact Center experience initiatives to improve the systems, user experience, related procedures, and customer satisfaction for all lines of business at TMUS including Metro, Mint, prepaid, and emerging products.
* Evaluate, deliver, and contribute to the design of strategic solutions and architectural direction that improve the platform automation, effectiveness, and user experience, while not sacrificing overall customer satisfaction.
* Build, own, and/or approve user experience documentation including integrated system process documents, impact assessments, business requirements, workflow documents, user acceptance test cases, and production support procedures. Able to teach these skills to others.
* Define and communicate prioritization based on customer and business partner input, independent experience, logical conclusions, and knowledge of company objectives and values; serve as point of contact to prioritize and resolve business partners' critical issues.
* Prepare communications for executive and business sponsor audiences on Contact Center Platform user acceptance test status, system launch readiness, disruptive events, and issue post-mortems.
* Also responsible for other duties/projects as assigned by business management as needed.
* Multiple positions available with specific focus areas on IVR/Voicebot design, Call Routing technology, Workforce Management systems, Automations (RPA and agentic), or Chat/Social Messaging Platforms.

Education and Work Experience:

3-5 years of wireless experience, within or supporting Care or Retail
* 2-4 years of analysis or systems production support, including Problem Management
* 1-2 years of people leadership or business process management
* Proficient in MS Office Suite and Lucid
* Prefer Experience in Speech Solutions, Automation, WFM Systems, Chatbot design, Outbound Messaging, NLUs, AI/ML, or Conversational Design.

Desired

* Experience creating and developing support processes
* Solid understanding of Call Center Technology and Infrastructure
* Experience with software application development or Robotics Process Automation Design
* Experience with Cisco, Sprinklr, Verint WFM, Microsoft Copilot Studio and/or Dynamics 365
* Linguistic expertise, both written and spoken, in English and Spanish. Certified Translator (ATA) preferred
* Experience or growing competence in the use of Artificial Intelligence/GenAI

Knowledge, Skills and Abilities:

Problem Solving (Required)
Microsoft Office (Required)
Microsoft Visio (Required)
SQL (Preferred)
Business Objects (Preferred)

Licenses and Certifications:

At least 18 years of age
Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Base Pay Range: $78,200 - $141,100

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

EOE Statement

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

About the Company

T-Mobile USA, Inc

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