Staff-Tech. Planning & Development

As a Staff-Tech Planning & Development professional within the CX Tech Planning & Project Tracking unit, this role will lead the hands-on development, configuration, and end-to-end delivery of customer experience automation and A.I initiatives. The role combines technical expertise with strong project execution, connecting core platforms such as Siebel CRM, Salesforce Service Cloud, and RPA with customer-facing solutions including A.I Agent Assist, A.I Copilot, Social Media Automation, Voice A.I, Self-Service Portals, Semantic Search, and automated Knowledge Bases.

Working closely with IT, Martech, Product, Finance, and Business Process teams, this role will turn customer and business needs into practical, scalable digital solutions. This role will directly improve how frontline agents work and how customers access support by rapidly building, testing, and deploying solutions that increase efficiency, enable self-service, and improve the overall customer experience.

Staff-Tech Planning & Development is responsible to identify, evaluate, and propose new technologies and AI solutions to enhance the customer experience. Conduct research, analyze data, and support the development of innovation proposals, pilots, and Proofs of Concept. Support day-to-day project enablement for technology and digital initiatives, including stakeholder coordination, milestone and dependency tracking, risk and issue escalation, and the transition of validated solutions from POC or pilot into implementation. Work closely with cross-functional teams to gather insights and contribute to digital innovation within the customer experience organization. This role is also responsible to apply responsible-AI and data-protection considerations to technology and AI use cases, in line with UU PDP No. 27/2022 and internal policy.