A regional company is currently seeking a Customer Experience Tech Consultant.
Primary objective of the job:
The core responsibility of this position is to manage the end-to-end processes related to design & deploy the integration of the customer experience platforms with the new BSS platform. To replicate the exiting functionalities and increment complementary features based on new capabilities.
Main Duties and Responsibilities:
Direct link with Digital Transformation Office responsible to deliver the deployment of the DBSS
Liaise with CX Technology Partners in order to design & execute SOW needed for integration into new DBSS platform.
Document existing and future configuration along with operational procedures in order to administer the future technical ecosystem.
Develop of testing environments and samples through the implementation journey.
Drive standardization and harmonization of data, tools, methodologies and process around Customer Experience technologies.
Create an aligned CX-Stack, that’s worth more than sum-of-parts by ‘Joining the dots’
Orchestrate what needs to change to deliver strategic outcomes.
Prepare executive presentations to communicate overall project status and risks assessment to customer experience community for group and market.
Qualifications, including but not limited to the following:
10+ years of experience in technology large projects. Ideally related to customer care platforms including IVR, Contact Center solution, WFM, Ticketing & Escalation System, etc.
Minimum of a bachelor’s degree is required. Degree concentration in engineering, mathematics, computer engineering, data science or advanced analytics fields is strongly preferred
Strong “hands-on” leadership and project management skills with a desire to improve processes and “get it done” using efficient & pragmatic paths.
Experience in working with the following platforms: Qualtrics, Genesys, Ada, Zendesk, Microsoft Azure, any AI technology is preferred.
Knowledge of common API technologies and concepts for both Web and Native APIs is advance.
Digital native, you are eager to learn and want to grow rapidly in our organization
Advanced knowledge of MS Office Suite, particularly Microsoft Excel.
REF#18023
