Customer communications_Forms Expert / SME
$118,779–$157,606 year
On-site · New York City, New York, United States
Job Summary
Forms SME with strong functional expertise in customer communications (letters, statements), with experience in end-to-end document lifecycle management on OpenText Exstream or similar CCM platforms, supporting multi-channel communication solutions. Lead requirements gathering and functional design for customer communications, define document structure, templates, content, and business rules, drive end-to-end document lifecycle (data → rules → composition → delivery), experience with batch, on-demand, and interactive document workflows, define and support multi-channel delivery (print, email, digital, archive), strong understanding of output formats (PDF, AFP, XML, print streams), lead forms rationalization, standardization, and reuse initiatives, collaborate with business and technical teams across onsite-offshore model, support testing, output validation, UAT, and production rollout, experience in Insurance / Banking customer communications domain, working knowledge of OpenText Exstream or similar CCM platforms.
Required Qualifications
- 10+ years of experience in CCM with strong focus on forms, letters, and statements applications
- Lead requirements gathering and functional design for customer communications
- Define document structure, templates, content, and business rules
- Drive end-to-end document lifecycle (data → rules → composition → delivery)
- Experience with batch, on-demand, and interactive document workflows
- Define and support multi-channel delivery (print, email, digital, archive)
- Strong understanding of output formats (PDF, AFP, XML, print streams)
- Lead forms rationalization, standardization, and reuse initiatives
- Collaborate with business and technical teams across onsite-offshore model
- Support testing, output validation, UAT, and production rollout
- Experience in Insurance / Banking customer communications domain
- Working knowledge of OpenText Exstream or similar CCM platforms
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