CX Operations Development Specialist

Contract: Full-time Permanent
Salary: Competitive
Closing date: 25/05/26
Recruitment Partner: Daniel White


Do you enjoy turning complex operational processes into simple intuitive ways of working

As a CX Operations Development Specialist at Boots youll design and optimise the technology and workflows that help our Contact Centre deliver confident consistent and highquality customer experiences.

This role sits alongside the Contact Centre reporting to the CX Operations Development Manager and plays a critical role in the development operation and optimisation of Contact Centre technology and processes with a primary focus on the Sprinklr CCaaS platform and associated telephony services.

What Youll Be Doing

• Act as a deliveryfocused Sprinklr product specialist supporting the ongoing evolution of the platform across the Contact Centre and wider business
• Design create and continuously improve Guided Workflows that provide stepbystep inthemoment support for colleagues and faster resolution for customers
• Translate policies processes and business rules into intuitive compliant agent and customerfacing workflows aligned to customer experience outcomes
• Configure and maintain platform features including routing automation and case management
• Support testing releases and change governance to ensure updates are controlled and minimally disruptive
• Collaborate with Operations Training Knowledge IT and thirdparty suppliers to identify opportunities to improve efficiency reduce cost to serve and enhance colleague and customer experience

What Youll Need to Have (Our Must-Haves)

• Experience working with contact centre platforms ideally CCaaS solutions (Sprinklr experience desirable)
• Experience designing configuring or maintaining Guided Workflows automation or agentassist solutions in a live operational environment
• Strong understanding of contact centre operations and customer journeys
• Experience delivering operational process improvement or automation
• Ability to translate complex processes into simple guided execution for colleagues
• Platform configuration testing and troubleshooting skills
• Strong stakeholder and supplier management capability
• A pragmatic improvementdriven and customercentric mindset

It Would Be Great If You Also Have

• Experience acting as a product or platform specialist within an operational environment
• Exposure to release management testing or change governance
• Experience supporting telephony or routing configuration
• Familiarity with resilience security or disaster recovery considerations for operational technology
• Confidence using insight and feedback to prioritise improvement activity

Where Your Brilliance Can Take You

At Boots we believe in your potential. Youll have opportunities for career development and progression supported by a culture that values learning and growth. Your contributions will be recognised and youll be empowered to shape your career path.


Rewards Designed for You

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday and discounted gym memberships.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.


A Bit About Us

At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.


Whats Next

If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. We are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots!

Keywords
CX Operations Development Specialist