Virtual Sales Platform Administrator (Remote)

We have many opportunities available on our other career site pages. Click here to link to our careers page!

Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

Virtual Sales Platform Administrator

Location: Remote

POSITION SUMMARY:

The Virtual Sales Platform Administrator is responsible for the set-up and upkeep of user accounts, predefined content, forms, and account settings for Live Person, JRNI or the Creatables platforms. She/He coordinates new initiatives with the Digital team, Infosys, IT, C3 Operations Teams, and other teams as needed. This individual handles AI influence and execution, bot creation, platform testing and other technology-heavy initiatives. The Administrator also works with the operations leadership team to influence the day-to-day operations for store-facing use of support center platforms across multiple banners.

RESPONSIBILITIES:

User & System Maintenance:

• Onboard new agents and set up user accounts, groups, and skills needed by banner for various platforms. Approve new account requests and update staff accounts with key information based on weekly published team list. Complete timely access and profile removal when employees terminate from store and home office locations.
• Maintain store specific service assignments, and manually enable services for each staff member, adjusting the timing of these changes to meet established business requirements. Disable old store locations as required and assign services and create resources, schedules, and unassigned staff for new store locations.
• Create new skills in LivePerson and work with the dev team to incorporate into bot routing. Update scheduled hours including holidays as needed. Maintain fallback skill assignments and update agent survey and Secure Payment widget link assignment.
• Document standard operating procedure for each supported platform to detail specific Signet requirements of each area such as account creation, store requirements, service assignment, and event handling.
• Act as Liaison between C3 and External Partners. Attend operations meetings, planning sessions, and updates/demos with Digital team to understand and offer input on new platform initiatives. Relay information and updates to various teams as needed. Provide centralized communications hub for VJEs and act as the “intake” for any issues seen by the VJE team. Report issues to C3 managers, IT Ecom, and LP tech support, as needed. Work closely with Operational C3 leadership team who manages the various internal team members and their performance.
• Advocate for the needs of C3 and ensure prioritization of C3 requested enhancements in refinement meetings with Connected Commerce team.
• Coordinate with dev/product team on LivePerson enhancements. Validate all deployments in LivePerson are operating as expected. Document any unexpected behavior in JIRA and coordinate with relevant Signet teams for correction.
• Improve customer and employee appointment experience by analyzing appointment data, reviewing JRNI knowledge base and testing new appointment features.

Technology Efficiency:

• Review unmatched phrases for customer utterances and ensure that the bot is interpreting dialog appropriately. Create bots and bot flows to improve department efficiency and create processes on platforms that help team members improve performance and handle incremental volume. Perform transcript reviews and evaluate NLU by updating intents in the system to ensure conversations are routing appropriately to the correct agents. Perform categorization and flow analysis on conversation flows. Review and assist with production tools and identify automation opportunities. Evaluate post interaction surveys to identify opportunities with the bot.
• Train AI intent manager by reviewing assigned intents and updating, as necessary. Analyze unclassified intents for areas of opportunity and review FAQ intent responses for inaccuracies in information or grammar. Build knowledgebase, prioritize AI enhancements based on needs of C3, coordinate with prod/dev/LP to implement GenAI features, and review AI summaries/transcripts for areas of improvement. Train and test AI in staging environment.
• Analyze current bot flows and document areas of opportunity. Coordinate with dev/product on creation of new dialogs and review new and existing bot verbiage. Document flow variances across channels and review and test bot functionality to identify automation inefficiencies.

Platform Enhancements and Triage:

• Work with partners at LivePerson, Infosys, Digital, and IT to complete and implement any new system requests (through LP, Creatable, JRNI or JIRA) or change requests needed in the appropriate platform. Coordinate to resolve any system issues with the Signet LivePerson groups, Infosys, Digital and IT. Once issues are reported, the admin will follow through on any additional requests for information needed to resolve the issue and communicate with necessary parties on progress to correcting the issue. Work through testing plans prior to bug fixes or releases as needed. May require work hours outside of traditional work schedule to accommodate system release times and/or supervision of various time zone-based employees.
• Act as SME and POC for LivePerson, JRNI, and Creatable, and triage any issues reported by the Signet team. Coordinate meetings to review support tickets weekly, discuss product enhancements/new features weekly with CSM, and attend weekly tech calls to provide insight on staff/customer facing side of each platform. Communicate platform updates outward to relevant Signet teams
• Performs additional duties and projects as assigned.
• Consistent regular scheduled attendance is considered an essential function of this job.

BENEFITS & PERKS:

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous time off + company holidays
• Merchandise discount
• Learning & Development programs
• Much more!

The salary range for this opportunity is $55,000 - $58,000. Base pay offered may vary depending on geographic region, internal equity, job related knowledge, skills and experience, among other factors.