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Customer Journey Optimization Expert

2 weeks ago

Rajahmundry, Andhra Pradesh, India beBeeCustomer Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

Job Title: Senior CX Solutions Specialist

We are seeking a seasoned expert with deep expertise in contact centre technologies, specifically Genesys Cloud and AWS Connect.

  • The ideal candidate will have a strong customer-centric mindset, hands-on experience with contact centre tools, and the ability to optimize customer journeys through innovative solutions and process improvements.

Must-Have Skills:

  • Strong exposure to 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
  • Solid understanding of UI/UX design principles for customer-facing platforms
  • Proven track record in Customer Experience (CX) initiatives
  • Ability to map, analyse, and improve customer journeys using insights and data

Key Technologies:

  • Genesys Cloud (primary expertise)
  • AWS Connect, Google CCAI
  • Analytics & Reporting Tools: QlikSense, Looker

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