Transforming smiles,
changing lives.
Omnichannel Management Administrator
Role Summary
Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for an Omnichannel Management Administrator. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Omnichannel Management Administrator systematically collects information from multiple business sources for the development of digital contact methods and technologies that assist with understanding company technology, taxonomies, and methodologies. Identifies problems and solutions to be captured from the customers demand patterns. Develops knowledge-based systems, algorithms, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications. May write software or scripts to extract data from various archives and live systems. May design procedures and processes where internal/external customers notify omnichannel management responsible for digital and self-service support platforms improvements and implementations. Develops, tests, and maintains expert systems for rule validity and usability. Continues to identify and capture new information on an ongoing basis. May develop or use measurement tools that monitor usage of database, compile and evaluate feedback and report results to management. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.
Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for an Omnichannel Management Administrator. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Omnichannel Management Administrator systematically collects information from multiple business sources for the development of digital contact methods and technologies that assist with understanding company technology, taxonomies, and methodologies. Identifies problems and solutions to be captured from the customers demand patterns. Develops knowledge-based systems, algorithms, databases and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications. May write software or scripts to extract data from various archives and live systems. May design procedures and processes where internal/external customers notify omnichannel management responsible for digital and self-service support platforms improvements and implementations. Develops, tests, and maintains expert systems for rule validity and usability. Continues to identify and capture new information on an ongoing basis. May develop or use measurement tools that monitor usage of database, compile and evaluate feedback and report results to management. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.
Role expectations
Role Expectations
- Design and publish new chatbot workflow conversations based upon implementation management requirements
- Regularly update and maintain the chatbot solutions implemented to ensure optimal performance
- Create, update, and manage conversation flows and scripts to handle different customer inquiries effectively.
- Analyze chatbot interactions to identify trends, common issues, and areas for improvement.
- Implement and manage a feedback loop to gather customer and agent feedback on chatbot performance.
- Post-implementation Omnichannel performance monitoring (chatbot workflow performance, platform (IDS, ADA, MIDC) live chat/Chabot connector performance and KPI review)
- Reporting solutions design and delivery (Weekly, monthly, quarterly)
- Responsible for tactical and technical implementation of new regional support channels (Live Chat, Chatbot, SMS, among others)
- In charge of Omnichannel implementation requirements gathering (contact drivers reports, demand analysis, data gathering collaboration with other departments)
What we're looking for
What we’re looking for
Typically:
Typically:
- Bachelor's degree in business administration, Industrial Engineering, Information Technology and related careers.
- 2 years of directly related experience
- Proficiency in English
- Attention to details.
- Proficient with computers and standard Microsoft applications (Excel, Word, e-mail, etc.).
- Basic-to-intermediate Project Management skills
- Accustomed working in Scrum development lifecycles and ITIL
- Familiar with SFDC Environments, such as Service Cloud and Datacloud
- Certifications and related courses completed around HTTP, Json/xml and RESTful API architecture
- Familiar with Javascript
- Proven experience with non-coding programming platforms
- End-to-end experience designing, building, testing, implementing and monitoring Chatbots and AI Agents
- Ability to monitor and analyze digital channels (chatbot, live chat, SMS, WhatsApp, in-app messaging, AI Agents) performance using analytics tools and dashboards
Acerca de Align Technology
Tu crecimiento y bienestar:
En Align, cada sonrisa importa. Estamos comprometidos a apoyar tu salud, satisfacción y desarrollo profesional a través de herramientas e iniciativas diseñadas para ayudarte a prosperar. Aunque los beneficios pueden variar según la ubicación, puedes esperar lo siguiente dondequiera que te unas a nosotros:
- Programas de salud y bienestar para mantenerte prosperando tanto en cuerpo como en mente.
- Descuentos para empleados en productos Invisalign.
- Oportunidades de aprendizaje a través de recursos de aprendizaje en línea y apoyo para tus planes de desarrollo individual.
- Un espacio de trabajo inclusivo que fomenta la diversidad y la colaboración.
- Los detalles específicos del país te serán compartidos por tu reclutador durante el proceso de selección.
Descubre Align:
En Align Technology, somos una comunidad global de innovadores y jugadores de equipo inteligentes, unidos por nuestra creencia en el poder de una sonrisa. Nuestro dinámico equipo de empleados excepcionales está dedicado a transformar la industria y crear resultados extraordinarios todos los días.
Fomentamos una cultura donde pensar de manera diferente y buscar nuevas experiencias no solo se alienta, sino que se celebra. Con la Mentalidad Align, nos empoderamos mutuamente, asegurando que cada voz sea escuchada y valorada en un entorno inclusivo que inspira creatividad y colaboración.
Como parte de nuestro compromiso con la innovación, Align Technology incluye a exocad y Cubicure, empresas que mejoran nuestras ofertas y amplían nuestro impacto en la transformación de la industria.
¿Deseas aprender cómo abrazamos la diversidad y fomentamos el bienestar de los empleados? ¡Explora la cultura de Align aquí! ¿Quieres descubrir más sobre exocad y Cubicure? Haz clic en sus nombres para obtener información adicional.
Políticas de Privacidad del Aplicante:
Revisa nuestras Políticas de Privacidad del Aplicante para obtener información adicional.
Declaración Global de Diversidad:
En Align, creemos en el poder de una sonrisa, y sabemos que cada sonrisa es tan única como nuestros empleados. A medida que crecemos, estamos comprometidos a construir una fuerza laboral rica en diversos antecedentes culturales y experiencias de vida, fomentando una cultura de mente abierta y compasión. Vivimos nuestros valores de empresa promoviendo personas saludables y comunidades saludables, todo con la intención de cambiar millones de vidas, una sonrisa única a la vez.
Declaración de Igualdad de Oportunidades:
Align Technology es un empleador que ofrece igualdad de oportunidades. Estamos comprometidos a proporcionar igualdad de oportunidades de empleo en todas nuestras prácticas, sin distinción de raza, color, religión, sexo, origen nacional, ascendencia, estado civil, condición de veterano protegido, edad, discapacidad, orientación sexual, identidad o expresión de género, o cualquier otra categoría protegida por la ley. Los aplicantes deben estar legalmente autorizados para trabajar en el país para el cual están aplicando, y la elegibilidad para el empleo será verificada como condición de contratación.
Nuestro proceso de contratación
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