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
About Align Technology
Your growth and well-being:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee-exclusive discounts on Invisalign products.
- Learning opportunities through online learning resources and support for your individual development plans.
- Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.
Discover Align:
We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!
Applicant Privacy Policy:
Review our Applicant Privacy Policy for additional information.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Review our Applicant Privacy Policy for additional information.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Our Hiring Process
Couldn’t find what you are looking for?