Senior CX Solutions Specialist

1 day ago

Surat, Gujarat, India CustoBiz LLP Full time

Job Title: Senior CX Solutions Specialist

Location: Hyderabad, Telangana, India

Experience Required: 8+ Years

Relevant Exp Required: 7+ Years

Availability: Immediate joiners preferred

Preferred Background: Candidates with contact centre domain experience

Job Description:

We are looking for a seasoned Senior CX Solutions Specialist with deep expertise in Genesys Cloud, AWS Connect, and CX UI/UX capabilities. The ideal candidate will have a strong customer-centric mindset, hands-on experience with contact centre technologies, and the ability to optimize customer journeys through innovative UI/UX solutions and process improvements.

Must-Have Skills:

-Strong exposure to Genesys CX UI / AWS Connect UI consoles, including:

o Unified global menu navigation

o Advanced search functionality

o Multi-panel layouts enabling agents to access tools and information efficiently

-Solid understanding of UI/UX design principles for customer-facing platforms

-Proven track record in Customer Experience (CX) / Customer Centricity initiatives

-Ability to map, analyse, and improve customer journeys using insights and data

Technology & Tools:

· Genesys Cloud (primary expertise)

· MWS (Middleware/Workforce Solutions

· AWS Connect, Google CCAI, Nice CX

· Analytics & Reporting Tools: QlikSense, Looker

· Exposure to Genesys Copilot

Secondary Skills (Preferred)

· Strong analytical and problem-solving skills with data-driven decision-making ability

· Cross-functional collaboration with Product, Operations, and Technology teams

· Excellent communication and stakeholder management skills

· Knowledge of Agile methodologies and CX transformation frameworks

What We Offer

· Opportunity to work with leading CX technologies across global enterprises

· Exposure to innovative projects in the Contact Center and Customer Experience domain

· Flexible, remote-friendly work culture

Email CVs to Hello@CustoBiz.com

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