Lorven Technologies
Application Development_3 hours of Middletown, PA_Contract Position
Lorven Technologies, Middletown, Pennsylvania, United States, 17057
Hybrid position and all candidates must live within 3 hours of Middletown, PA.
Desired SkillsetThe ideal candidate will have:
5+ years of experience in a high-volume Back Office contact center, Web and Mobile application development as a designer, developer, or architect for both a company's end customer, plus customer service agents and management staff providing customer service.5+ years of experience in designing, architecting, or advising on human computer interactions and interfaces and styles.Experience in Cross channel utilization including walk-in, voice, web browser and mobile based applications.
Minimum Experience
3 years of UX, UI, CX, and Mobile software systems implementation experience to drive best in class customer service across multiple channels and platforms to drive self-service adoption and designing ease to user interfaces using COTS technologies.3 years of experience in designing, architecting, or advising on human computer interactions and interfaces and styles.
Certifications / Education
Bachelor's degree in human centered Design, business management or information systems. Equivalent combination of education and/or experience may be accepted.
Description of Duties:
The selected Candidate(s) will perform the following duties:
To understand the PTC's vision, goals, and objective work with the SI to drive to meet or exceed PTC's desired Customer ExperienceWork with the SI to design and implement a fully functional, reliable, and modern State of the Art Customer experience for both internal and external customers.Act as a subject matter expert to raise concerns and possible issues to the PTC leadership with enough details for the PTC leadership to decide on how to proceed.This position is responsible for the functional and business process portion of the UI, UX, and CX. Collaborate with the SI as needed to develop/brainstorm on deliverables, work products tied with internal and external customer experience, review the deliverables, work products, and advise PTC staff on approvals of the same.Advise the PTC leadership on current trends in channel utilization to drive consistent best in class customer and user experience across all channels and platforms that are part of the UBOS architecture. Assist with establishing standards related to the voice, web, and mobile experience at the PTC while driving the SI as needed to ensure UBOS meets or exceeds those current trends.Collaborate with SI, review, advise, and approve any prototypes of design artifacts created for UBOS.Collaborate with SI, review, advise, and approve human computer interactions and interfaces for the PTC across all channels.Collaborate with SI, review, advise, and approve cross channel utilization including walk in, voice, social media, web browser and mobile interactions for the PTC.Collaborate with SI, review, advise, and approve any alerts, notifications, or correspondences sent to be sent to the customer from UBOS in all formats such as email, text, push notifications, alerts, and snail mail.Drive focus on customer centric design to ensure ease of use for the customers, customer service agents, and management staff.Provide guidance on overall testing of the customer experience to ensure acceptance. Lead customer experience focused test sessions as needed.Act as a subject matter expert and represent the PTC in meetings with the UBOS team.Review, advise, and approve changes and designs to the UBOS and the PTC's other technologies that UBOS may need to integrate with to assure the PTC's needs are met following PTC's standards and policies.Develop and maintain plans and other documentation as required using PTC established standards, procedures, templates, and methodologies.Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.Follows the tasks and other duties as assigned by the PTC.
Desired SkillsetThe ideal candidate will have:
5+ years of experience in a high-volume Back Office contact center, Web and Mobile application development as a designer, developer, or architect for both a company's end customer, plus customer service agents and management staff providing customer service.5+ years of experience in designing, architecting, or advising on human computer interactions and interfaces and styles.Experience in Cross channel utilization including walk-in, voice, web browser and mobile based applications.
Minimum Experience
3 years of UX, UI, CX, and Mobile software systems implementation experience to drive best in class customer service across multiple channels and platforms to drive self-service adoption and designing ease to user interfaces using COTS technologies.3 years of experience in designing, architecting, or advising on human computer interactions and interfaces and styles.
Certifications / Education
Bachelor's degree in human centered Design, business management or information systems. Equivalent combination of education and/or experience may be accepted.
Description of Duties:
The selected Candidate(s) will perform the following duties:
To understand the PTC's vision, goals, and objective work with the SI to drive to meet or exceed PTC's desired Customer ExperienceWork with the SI to design and implement a fully functional, reliable, and modern State of the Art Customer experience for both internal and external customers.Act as a subject matter expert to raise concerns and possible issues to the PTC leadership with enough details for the PTC leadership to decide on how to proceed.This position is responsible for the functional and business process portion of the UI, UX, and CX. Collaborate with the SI as needed to develop/brainstorm on deliverables, work products tied with internal and external customer experience, review the deliverables, work products, and advise PTC staff on approvals of the same.Advise the PTC leadership on current trends in channel utilization to drive consistent best in class customer and user experience across all channels and platforms that are part of the UBOS architecture. Assist with establishing standards related to the voice, web, and mobile experience at the PTC while driving the SI as needed to ensure UBOS meets or exceeds those current trends.Collaborate with SI, review, advise, and approve any prototypes of design artifacts created for UBOS.Collaborate with SI, review, advise, and approve human computer interactions and interfaces for the PTC across all channels.Collaborate with SI, review, advise, and approve cross channel utilization including walk in, voice, social media, web browser and mobile interactions for the PTC.Collaborate with SI, review, advise, and approve any alerts, notifications, or correspondences sent to be sent to the customer from UBOS in all formats such as email, text, push notifications, alerts, and snail mail.Drive focus on customer centric design to ensure ease of use for the customers, customer service agents, and management staff.Provide guidance on overall testing of the customer experience to ensure acceptance. Lead customer experience focused test sessions as needed.Act as a subject matter expert and represent the PTC in meetings with the UBOS team.Review, advise, and approve changes and designs to the UBOS and the PTC's other technologies that UBOS may need to integrate with to assure the PTC's needs are met following PTC's standards and policies.Develop and maintain plans and other documentation as required using PTC established standards, procedures, templates, and methodologies.Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.Follows the tasks and other duties as assigned by the PTC.