Overview

Who we are

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to Dream. Do. Grow. with us.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who we’re looking for

Toyota’s Brand Engagement Strategy and Planning Department is looking for a passionate and highly motivated Technology, Innovation, & Automation Application Analyst.

The primary responsibility of this role is to develop and maintain a roadmap of telephony projects with clear priorities and business cases while continuously improving the guest journey.

What you’ll be doing

• Requires ability to translate BEC 360 strategic direction into functional business design, and ultimately translate into Epics and User Stories, for telephony-related technologies.

• Partners with direct Manager, Systems Support, and AMS to maintain prioritization of roadmap of technology projects and ROI impacts

• Key contributor to functional design for Conversational interactive voice response (IVR) powered by AI, natural language processing and natural language understanding.

• Business SME it relates to Servicing (i.e. Persona, Messaging, Prompting, Navigation, Screen Flows/Design etc.)

• Analyze and interpret complex call flow logic and logs with intricate decision trees and ensure alignment with the highest levels of Customer Satisfaction and industry best practices.

• Maintains an understanding of the technology market and emerging Validate with stakeholders to identify the impact of change on all upstream-downstream business processes

• Conduct analysis to identify areas for continuous improvement in terms of usability and effectiveness in partnership with the Reporting and Analytics team.

• Identification of operational changes required for day-to-day support as well as quick response and identification of changes needed during urgent business situations (recall, environmental disaster, etc.

• Supports Innovation and Automation Manager in the evaluation of new technologies, packaged software, and third-party suppliers.

• Represents the Contact Center in enterprise-wide technology discussions to advocate for Contact Center requirements

What you bring

• B.S./B.A degree or equivalent professional experience

• Technical experience in Contact Center technology; specifically IVR; Telephony

• Knowledge of Extensible Markup Language (VoiceXML); Components, include a telephone network, TCP/IP network, a VoiceXML telephony server, and Web-based servers

• Excellent communication and presentation skills

• Experience leading the change management process for a customer journey.

Added bonus if you have

• Design and implement technical solutions to enhance the customer journey.

• Familiar with journey mapping tools and techniques.

• Experience and/or knowledge of advanced reporting and visualization tools such as PowerBI and Tableau (or related programs)

• Aptitude to conceptualize, follow a strategy focus, and execute to achieve long-range and high-level objectives that impact company performance

• Project Management experience

What we’ll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork, flexibility, and respect

• Professional growth and development programs to help advance your career, as well as tuition reimbursement

• Vehicle purchase & lease programs

• Comprehensive health care and wellness plans for your entire family

• Flextime and virtual work options (if applicable)

• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute

• Paid holidays and paid time off

• Referral services related to prenatal services, adoption, childcare, schools, and more

• Tax-Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)

• This position is based in Plano. Toyota encourages all employees to live within a reasonable commuting distance of their assigned work location. Hybrid work from outside the assigned work location may be permitted in a pre-approved list of states with certain stipulations. Speak with your Recruiter and the Hiring Manager to learn more about our hybrid work program.

Belonging at Toyota

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc’s Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question or need assistance with your application? Please send an email to talent.acquisition@toyota.com .