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Information Technology Operations Specialist
Full-time
HBX Group is seeking an Operations IT Specialist to oversee technical and data-analysis aspects of its premium Concierge Service contact center environment in travel/hospitality. You will sit at the intersection of technology and hospitality, ensuring IT infrastructure delivers exceptional customer experiences while driving operational excellence through data-driven insights.
Responsibilities
Lead IT operations for contact center systems and optimize multichannel communication platforms (voice, chat, email, messaging).
Implement proactive monitoring and serve as the primary technical escalation point for operations teams.
Design KPI dashboards using Tableau, Power BI, and advanced Excel, and create automated real-time reporting.
Evaluate and integrate cutting-edge technologies including AI-powered automation and workflow optimization tools.
Lead system integration projects and drive digital transformation initiatives that enhance operational efficiency.
Education & Experience
Degree in Information Technology, Computer Science, or related field.
3-5 years of hands-on experience in contact center IT operations and multichannel communication systems.
Proven expertise with data visualization tools (Tableau, Power BI) and familiarity with CRM systems (ideally Salesforce).
Knowledge of automation tools and process improvement methodologies.
