CX Operations Development Specialist in Nottingham

Contract: Full-time, Permanent
Salary: Competitive
Closing date: 25/05/26
Recruitment Partner: Daniel White, Daniel.White1@boots.com

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

As a CX Operations Development Specialist at Boots, you’ll design and optimise the technology and workflows that help our Contact Centre deliver confident, consistent, and high‑quality 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 You’ll Be Doing

• Act as a delivery‑focused 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 step‑by‑step, in‑the‑moment support for colleagues and faster resolution for customers
• Translate policies, processes, and business rules into intuitive, compliant agent‑ and customer‑facing 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 third‑party suppliers to identify opportunities to improve efficiency, reduce cost to serve, and enhance colleague and customer experience

What You’ll 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 agent‑assist 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, improvement‑driven and customer‑centric 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. You’ll have opportunities for career development and progression, supported by a culture that values learning and growth. Your contributions will be recognised, and you’ll 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.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A Bit About Us

At Boots, we’re 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 we’re committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s 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