Expert Customer Journey Optimizer

5 hours ago

Meerut, Uttar Pradesh, India beBeeCustomerExperience Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

Customer Experience Expert

Key to success lies in cultivating a deep understanding of Genesys Cloud and AWS Connect, coupled with expertise in customer-centric UI/UX design.

The ideal candidate will possess hands-on experience with contact centre technologies, enabling them to drive process improvements and optimize customer journeys through innovative solutions.

Core Responsibilities:

  • Develop strong proficiency in Genesys CX UI and AWS Connect UI consoles, focusing on unified global navigation, advanced search functionality, and multi-panel layouts.
  • Apply sound knowledge of UI/UX principles to enhance the customer-facing experience.
  • Contribute to customer-centric initiatives with a proven track record in Customer Experience and related fields.
  • Utilize data insights to map, analyse, and improve customer journeys.

Essential Tools and Technologies:

  • Genesys Cloud (primary area of expertise)
  • MWS (Middleware/Workforce Solutions)
  • AWS Connect, Google CCAI, Nice CX
  • Analytics & Reporting Tools: QlikSense, Looker
  • Experience with Genesys Copilot

Preferred Skills and Qualifications:

  • Strong analytical and problem-solving skills with data-driven decision-making ability.
  • Ability to collaborate effectively 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 environment.

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