
Expert Customer Experience Leader
2 days ago
Job Description:
- We are seeking a seasoned Senior CX Solutions Specialist with deep expertise in Genesys Cloud and AWS Connect, along with UI/UX capabilities.
- The ideal candidate will possess 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 Unified global menu navigation, Advanced search functionality, and Multi-panel layouts.
- -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
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