
Customer Journey Optimization Expert
2 days ago
Job Title: Senior CX Solutions Specialist
Key Responsibilities:
- Expertise in Genesys Cloud, AWS Connect, and CX UI/UX capabilities.
- Strong customer-centric mindset with hands-on experience in contact centre technologies.
- Optimize customer journeys through innovative UI/UX solutions and process improvements.
Must-Have Skills:
- Genesys CX UI / AWS Connect UI consoles.
- Unified global menu navigation.
- Advanced search functionality.
- Multi-panel layouts enabling agents to access tools and information efficiently.
Technology & Tools:
- Genesys Cloud (primary expertise).
- MWS (Middleware/Workforce Solutions).
- AWS Connect, Google CCAI, Nice CX.
- Analytics & Reporting Tools: QlikSense, Looker.
Secondary Skills:
- 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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