Customer Experience Platform Engineer Leader

15 hours ago


Hyderabad, Telangana, India Experian Full time
Job Overview
"> Experian is seeking an experienced Customer Experience Platform Engineer Leader to join our MCE division. This role plays a vital part in designing and developing the next-generation customer experience platform, utilizing cloud-based contact center as a service platforms (CCaaS) and AI/ML technologies.

">About the Role
"> As a Senior CX Engineer, you will be responsible for building, monitoring, and analyzing call flows and associated metrics to identify areas of improvement. You will operate within the US Eastern time zone to ensure alignment and coordination with US-based teams. On-call is required for this position, which involves providing development-level leadership and training to the customer experience engineering team.

">Key Responsibilities
"> - Design and develop cloud-based CCaaS platforms for Experian's contact center environment
"> - Construct and analyze call flows and associated metrics to optimize performance
"> - Collaborate cross-functionally to integrate solutions that streamline customer handling
"> - Troubleshoot and resolve issues related to implemented solutions, minimizing disruption to business operations
"> - Integrate AI/ML models into processes to enhance automation and achieve business objectives

">Qualifications and Requirements
"> We are looking for candidates with 2+ years of experience using Nice CXOne CCaaS platform and 4+ years in developing call flows within a telephony environment. You should have solid experience using Python, familiarity with CI/CD pipelines, and knowledge of AI/ML concepts applied to contact center interaction automation. Strong leadership skills, problem-solving abilities, and excellent communication skills are also essential.

">Estimated Salary Range
"> $120,000 - $180,000 per year, depending on location and experience.

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