Senior CX Engineer

6 months ago

Hyderabad, India Experian Full time

Job Description

What you’ll be doing 

The Senior CX Engineer will play a vital role in building the next-generation customer experience platform for Experian’s MCE (My Customer Experience) division. The ideal candidate will possess a deep understanding of cloud-based contact center as a service platforms (CCaaS), customer service interaction, and automation via AI/ML. This role requires a candidate that enjoys working within a fast-paced environment, is comfortable with change, is a high performer, and has an excellent personal standard for quality. 

Responsibilities include: 

Perform role as a primary engineer in construction of a new, cloud-based CCaaS platform for Experian’s contact center environment. 

Construct, monitor, and analyze call flows and associated metrics to identify areas of improvement.

Operate partially within US Eastern time zone to ensure appropriate alignment and coordination with the US-based teams. 

Oncall is required for the position.

Provide development-level leadership and training to the customer experience engineering team to enable the group to achieve high performance. 

Revolutionize our customer experience through an omnichannel approach (including chat, phone, and web), personalization, cutting edge self-service capabilities, and advanced agent features.

Develop applications to automate customer interactions using modern programming languages. 

Collaborate cross-functionally to understand workflow needs and integrate solutions that streamline customer handling. 

Stay updated with the latest telephony, automation, and AI/ML technologies.

Troubleshoot and resolve any issues related to the implemented solutions, ensuring minimal disruption to business operations.

Integrate AI/ML models into processes to enhance automation and achieve business objectives. 

Collaborate with technology teams, product management, and business stakeholders to identify and improve functions. 

Must participate in an on-call schedule and rotation to support after-hours incidents on the platform.


Qualifications

What your background looks like 

Qualifications and Experience Required: 

2+ years of proven experience using Nice CXOne CCaaS platform. 

4+ years in developing call flows within a telephony environment. 

Solid experience using Python. 

Experience using CI/CD pipelines for automated deployments. 

Familiarity with AI/ML concepts and their application to contact center interaction automation. 

Very strong ability to lead other engineers and developers. 

Strong problem-solving skills and an innovative mindset. 

Excellent communication skills, both written and verbal. 


Additional Information

Experian Careers - Creating a better tomorrow together

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