Customer Experience Transformation Specialist

3 days ago

Hyderabad Secunderabad Telangana, India beBeeConsultant Full time ₹ 1,04,000 - ₹ 1,30,878

As a CX consultant, you will play a vital role in supporting our clients

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to deliver exceptional customer experiences across various channels.

Responsibilities include maintaining and monitoring current system performance, capacity, and availability of the voice infrastructure,

designing and implementing short- and long-term strategic plans to ensure voice solutions meet existing and future requirements, designing and implementing new call flows using InContact Studio application, creating skills and points of contact as needed per client, troubleshooting, tracing, and identifying issues on CXOne scripts,

and serving as a point of escalation with recurring telecommunications issues which includes root cause and remediation.

Key Skills:
  • Expertise in CXOne Nice Contact and related components
  • Ability to work on Nice Contact Studio setup and designs, create new scripts on inbound, outbound preview, and predictive campaigns
  • Experience with InContact Omnichannel, DFO, chat, and email
  • Familiarity with SIP protocols and design criteria
  • Understanding of inbound and outbound operations
Benefits

You will lead AI-first transformation, make an impact, drive change for global enterprises, solve business challenges that matter, gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills, learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace, thrive in a values-driven culture, and grow with the best. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Equal Opportunity Employer

Genpact does not charge fees to process job applications, and applicants are not required to pay to participate in our hiring process in any other way.

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