SME Customer Experience Specialist - Call Center Management

Subject Matter Expert Opportunity

Cognizant is a large IT consulting firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire additional Subject Matter Experts. This role is on site, and all candidates must reside in the United States.

Job Summary

As part of the Enterprise Support Center of Excellence (CoE), you'll drive performance consistency, knowledge alignment, and process improvements across the entire Enterprise Support (ES) group supporting autonomous vehicles. Serve as the bridge between front-line agents and operational leadership, ensuring every interaction reflects established definitions of resolution quality and efficiency.

Key Responsibilities

• Be a Subject Matter Expert • Serve as a process and policy expert for ES, including handling escalations and special circumstances, while also handling one-off cases without clear procedures in place, then build new procedures as necessary. Review, evaluate, improve, and maintain currency of knowledge bases, SOPs, and playbooks in collaboration with Operations teams and partner oversight. Analyzing data is going to be a major focus in identifying and tracking improvement opportunities. The more comfortable you are in finding the story behind the numbers, the easier your work will be.
• Quality Monitoring & Feedback • Conduct regular audits of interactions (calls, chats, bugs) and evaluate global performance against both set and proposed quality standards. Deliver structured, actionable feedback to front-line agents and work with the Team Lead and fellow SMEs to track and report improvements. Assist with onboarding and continuous learning for Enterprise Support agents by providing scenario-based training, job aids, and facilitating workshops. Conduct needs analysis based on support metrics and recommend focus areas for upskilling or retraining. Build relationships with on-site stakeholders. Surface qualitative pain points, create fixes, and then track the results.
• Maintaining Documentation • Research standard operating procedures to identify gaps or outdated information to provide feedback to the client. Assist in providing updates to the internal knowledge base to ensure the articles are kept up to date. Document and communicate procedural issues as they arise and provide real-time information to the operations teams.
• Data Interpretation & Reporting • Analyze quantitative performance data (CSAT, AHT, QA scores) and provide insights for performance improvement. Identify systemic issues based on quantitative and qualitative trends, then bring those issues to the team. Figure out what attention those issues need and find an optimal resolution. Work cross-functionally with Operations, QA, and partner teams to initiate and contribute to process pilots, project proposals, and policy updates. Got a special idea? Own it. Secure stakeholder approval and your project becomes your work with your name on it. Build your reputation.

Who Are We Looking For?

This isn't a job for button pushers. Our SMEs are intended to be a driving force for the CoE, lifting performance for hundreds of agents. To achieve that, you'll need to think outside the box, ask questions, discover significance in data that everyone else has missed, figure out how to leverage your insights, propose a course of action to achieve that across an international team, deliver real business impact, then ensure those improvements are stable. It's a bilingual world! English and Spanish fluency will definitely elevate your hiring profile. We're going 24/7 and that flexibility is essential as the CoE eyes expansion in the near future!

What Past Experience Stands Out?

We are looking for professionals with three to five years in autonomous operations, IT help desk, or emergency dispatch roles. Familiarity with the autonomous vehicle world, the ability to engage in structured, technical thinking, and the instinct to take decisive action are at the top of our wish list. If your professional history stacks well with the above but isn't an exact match, reach out anyway. We absolutely want to hear from you.

What Will Serve Me Well as a SME in the Day-to-Day?

You won't be surprised to hear being detail-oriented is a must. We're improving a precision machine and the details matter; excellent communication skill required. Are you able to provide constructive feedback and gain buy-in from those outside your immediate organization? We're a new shop and while we're building something incredible, not everyone knows us yet. Be a part of that and bring professionals you haven't met yet along for the ride.

What Tools Will I Be Using?

CRM experience, especially Salesforce, is a huge help. Our partner uses custom tooling, so lived experience learning proprietary systems counts here, too. Familiarity with GSuite apps will go a long way. Advanced users stand out here!

Required Skills and Experience

• Experience: 3–5 years in customer support or quality analyst roles, preferably in logistics, ride-sharing, or high-volume support environments. Should have experience in call center management.

• Expertise: Strong grasp of QA frameworks, escalation processes, customer service best practices, and basic scripting.

• Skills: Detail-oriented, excellent written/verbal communication, ability to coach and influence without authority.

• Tools: Zendesk, Salesforce, QA platforms (e.g., Playvox, MaestroQA), Google Sheets/Excel, Notion/Confluence.

• Traits: Empathetic, analytical, solutions-focused, team-oriented.

Salary and Other Compensation

Applications will be accepted until April 17th, 2026. The hourly rate for this position is $21-$25 per hour, depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

The Cognizant community: We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don't just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what's right. We foster an innovative environment where you can build the career path that's right for you.