CX Systems Sr. Associate, Voice
Top Benefits
About the role
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events.
Overview
About the Role
Join our team as a CX Systems Sr. Associate, where your expertise in IVR and telephony will be pivotal in enhancing customer experiences within voice channels. Your job is to make technical requirements into automated solutions that are easy to use. Every voice command should streamline processes and make interactions more interesting. Your role is not just about implementing technology, it's about creating a smoother, more responsive customer journey that resonates with efficiency and care.
About the Team
The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.
About the Job
- Assess current voice automation systems for potential enhancements and streamline IVR workflows to ease customer interactions. Devise strategies to cut down call handling times and closely monitor performance metrics to verify that process improvements are achieving their goals.
- Identify and tackle malfunctions within the IVR platform, analyzing automation failures to provide preventative solutions. Conduct root cause analysis to understand and fix defects in automation, ensuring reliable system performance.
About You
Minimum Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- Certification in IVR system management or relevant automation technology
- 3+ years with IVR systems and telephony solutions
- 2+ years in automation solution design and implementation
- 3+ years with system performance analysis and root cause identification
- Expertise in Interactive Voice Response (IVR) system configuration
- Knowledge in telephony system integration
Preferred Qualifications
- Skill in process automation tools and platforms
- Knowledge of call center analytics and reporting tools
- Proven track record of successful IVR system enhancements
- Demonstrable experience in reducing call handling times
- Accomplishments in process optimization and workflow automation within voice channels
#LI-REMOTE
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants.
For Canadian based candidates, the base pay ranges for a successful candidate are listed below.
CAN
$111,000—$123,000 CAD
About Instacart
Instacart, the leading grocery technology company in North America, works with grocers and retailers to transform how people shop. The company partners with more than 1,500 national, regional, and local retail banners to facilitate online shopping, delivery and pickup services from more than 85,000 stores across North America on the Instacart Marketplace. Instacart makes it possible for millions of people to get the groceries they need from the retailers they love, and for approximately 600,000 Instacart shoppers to earn by picking, packing and delivering orders on their own flexible schedule. The Instacart Platform offers retailers a suite of enterprise-grade technology products and services to power their e-commerce experiences, fulfill orders, digitize brick-and-mortar stores, provide advertising services, and glean insights. With Instacart Ads, thousands of CPG brands – from category leaders to emerging brands – partner with the company to connect directly with consumers online, right at the point of purchase. With Instacart Health, the company is providing tools to increase nutrition security, make healthy choices easier for consumers, and expand the role that food can play in improving health outcomes. For more information, visit www.instacart.com/company.
CX Systems Sr. Associate, Voice
Top Benefits
About the role
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events.
Overview
About the Role
Join our team as a CX Systems Sr. Associate, where your expertise in IVR and telephony will be pivotal in enhancing customer experiences within voice channels. Your job is to make technical requirements into automated solutions that are easy to use. Every voice command should streamline processes and make interactions more interesting. Your role is not just about implementing technology, it's about creating a smoother, more responsive customer journey that resonates with efficiency and care.
About the Team
The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.
About the Job
- Assess current voice automation systems for potential enhancements and streamline IVR workflows to ease customer interactions. Devise strategies to cut down call handling times and closely monitor performance metrics to verify that process improvements are achieving their goals.
- Identify and tackle malfunctions within the IVR platform, analyzing automation failures to provide preventative solutions. Conduct root cause analysis to understand and fix defects in automation, ensuring reliable system performance.
About You
Minimum Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- Certification in IVR system management or relevant automation technology
- 3+ years with IVR systems and telephony solutions
- 2+ years in automation solution design and implementation
- 3+ years with system performance analysis and root cause identification
- Expertise in Interactive Voice Response (IVR) system configuration
- Knowledge in telephony system integration
Preferred Qualifications
- Skill in process automation tools and platforms
- Knowledge of call center analytics and reporting tools
- Proven track record of successful IVR system enhancements
- Demonstrable experience in reducing call handling times
- Accomplishments in process optimization and workflow automation within voice channels
#LI-REMOTE
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants.
For Canadian based candidates, the base pay ranges for a successful candidate are listed below.
CAN
$111,000—$123,000 CAD
About Instacart
Instacart, the leading grocery technology company in North America, works with grocers and retailers to transform how people shop. The company partners with more than 1,500 national, regional, and local retail banners to facilitate online shopping, delivery and pickup services from more than 85,000 stores across North America on the Instacart Marketplace. Instacart makes it possible for millions of people to get the groceries they need from the retailers they love, and for approximately 600,000 Instacart shoppers to earn by picking, packing and delivering orders on their own flexible schedule. The Instacart Platform offers retailers a suite of enterprise-grade technology products and services to power their e-commerce experiences, fulfill orders, digitize brick-and-mortar stores, provide advertising services, and glean insights. With Instacart Ads, thousands of CPG brands – from category leaders to emerging brands – partner with the company to connect directly with consumers online, right at the point of purchase. With Instacart Health, the company is providing tools to increase nutrition security, make healthy choices easier for consumers, and expand the role that food can play in improving health outcomes. For more information, visit www.instacart.com/company.