Company Operating Name: Leger Marketing Alberta Inc.
Business Address: 606 4th Street SW Suite 1100, Calgary, AB T2P 1T1
Job Title: Senior VoC Platform Specialist
NOC: 21232 – Software Developers and Programmers
Job Duties:
• Lead the full cycle of development, configuration, implementation of the CX (Customer Experience) programs within Medallia platform, including assessing project timeline and technical feasibility, building the dashboard, designing reports, setting up survey distribution and a closed-loop ticketing system, building and designing sample files, configuring data stream import and export, setting up Medallia Data Collection engine and alert systems, programming with advanced features like Text Analytics and Statistical Analytics, and integration with third party software and APIs.
• Lead maintenance of CX programs within the Medallia platform, including Certificate/Metadata File updates for Single Sign On, FTP connection updates, Server updates, ongoing assessment of key metrics such as NPS, OSAT, CSAT within dashboards and reporting modules, create technical documentation for all technical work implemented within the Medallia system.
• Participate in client meetings to determine feasibility of client needs and support RFPs.
• Structure training programs in Medallia for clients; Provide technical support, training and create documentation and presentation to internal teams and external clients.
• Participate in platform and process reviews with internal and external groups to ensure new functionalities and feature releases are deployed.
Number of Positions (if more than one): 1
Terms of Employment: Full-time, permanent
Wage/Salary: $42.67/hour / $83,200/year
Benefits (if applicable): Participation in group insurance plan- extended medical, dental, vision; life insurance; long-term disability insurance; bonus eligibility and other benefits through Leger’s “People First” Program.
Location of Work: Hybrid work model within the City of Calgary, Alberta
Education Required: Bachelor’s degree in computer science or equivalent
Work Experience:
• 10 years’ experience with Voice of the Customer platform(Medallia)
• 10 years’ experience in project management, enterprise software, and/or market search
• 10 years’ experience in a client-facing/supporting role
• 10 years’ experience configuring SaaS software solutions and conducting technical training
• Medallia Product Certification - CX/CEM Certified
Points of Contact:
Email: DRH@LEGER360.com
Phone:514-982-2464