CS Technology Enablement Specialist

Job Summary: The CS Technology Enablement Specialist works closely with Customer Service (CS) and Information Services (IS) to support technology-driven improvements across CS operations. This role helps translate operational needs into clear user stories, supports testing and implementation, and validates that new tools or enhancements are accurate, usable, and effective. This individual will partner with CS leadership and technology teams to identify process improvement opportunities and help ensure solutions meet business needs. The position also supports adoption efforts by gathering feedback, improving workflows, and helping frontline representatives use technology more effectively.

Reporting Relationship: Vice President, Customer Service

Shift: General business hours are Monday through Friday 8 am to 5 pm CST. This hybrid role requires a combination of weekly on-campus and remote work with specific days varying based on departmental policy and business need. Generally, all positions may be fully performed on-campus in Mission, KS. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.

Scope of the Role:

• Serve as a dedicated CS Technology Enablement Specialist ensuring technology is usable, adopted, supported and valuable to the CS organization.
• Partner closely with Information Systems (IS), Business Analysts (BA), Developers, technology experts, and CS leadership to drive service improvements via technologies, remove barriers to success, and confirm available services are being adopted.
• Develop, document, and define requirements and user stories supporting technology driven service improvements.
• Lead and participate in project planning meetings, engage in user acceptance testing, implementation activities, and post release monitoring and enhancements.
• Track enhancements/change requests, defects, and operational issues; communicate updates to appropriate teams and drive timely resolution.
• Validate technology outputs for accuracy, consistency, and usability.
• Compare results generated by technologies to customer service interactions ensuring reliability of data prior to organizational adoption.
• Establish processes for validating generated content and measure performance against business expectations.
• Support privacy and compliance requirements by validating processes used to identify, redact, remove, and securely control sensitive information.
• Assist with CS team training, communication, and adoption efforts by gathering end-user feedback on newly implemented technologies.
• Developing best practices, usage guidance, and supporting documentation for technologies.
• Perform other duties as assigned

• Bachelor’s degree in Information Technology, a related field, or equivalent related work experience
• 1+ years experience working with ScriptPro products, services, and internal environment
• Understanding of ScriptPro CRM (Siebel), Call Center Technology (Avaya PBX, IVR) as well as defect tracking and development tools (Azure Dev Ops).
• Experience with current Customer Service support team operations and related activities.
• Familiarity with call quality monitoring, call engagement, and workforce processes.
• Experience supporting automated solutions and contact center technologies.
• Knowledge of privacy, PHI, PII, and additional governance requirements.
• Experience documenting business requirements and user stories.
• Proven ability to manage and drive projects to completion.
• Strong analytical and critical thinking skills with the ability to assess complex problems and identify root causes
• Strong interpersonal skills with the ability to build relationships and collaborate across cross-functional teams and all organizational levels
• Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities effectively
• Excellent verbal and written communication skills, with the ability to tailor messaging to diverse audiences and stakeholders

Remote Work Requirements:

• Must have high-speed reliable internet access with a hard-wired connection
• Must have a distraction free home office workspace
• Must be willing to participate in video virtual meetings (camera on), Requires routine use of standard equipment and extended computer use. Employee must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential.

At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being.

• Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs
• Well-being: Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services.

Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.

ScriptPro’s Customer Service department delivers high-quality support across a range of products and systems, helping customers navigate technical challenges with confidence. This team operates in a fast-paced environment where problem-solving, adaptability, and continuous learning are key. Every interaction is an opportunity to make a direct impact by resolving issues, building customer trust, and playing a critical role in the overall customer experience.