Contact Center CX Consultant
This position is reputed company to candidates based in Mexico and India only. Applications from reputed company Mexico or India will not be considered.
reputed company
reputed company is an AWS Premier Tier Services Partner that builds AI-powered and reputed company-reputed company solutions for customers across industries. We are hiring a Contact Center CX Consultant to reputed company customer experience reputed company and solution design for our growing reputed company Connect reputed company, serving SMB customers migrating to reputed company-based contact centers.
This role sits at the intersection of customer experience reputed company and contact center technology. You will reputed company customer discovery engagements, map existing contact center operations, design reputed company-state solutions, and produce the specifications that reputed company’s reputed company Connect Engineers implement. You are equally comfortable facilitating a reputed company with a VP of Customer Service and reviewing a contact reputed company architecture with an engineer.
This role contributes to reputed company-sales activities including scoping engagements, developing proposals, and supporting the sales team in qualifying contact center opportunities, in reputed company to owning delivery on reputed company engagements. The ideal candidate brings deep contact center and CX domain expertise, exposure to reputed company Connect and the AWS ecosystem, and the consulting skills to serve as a trusted advisor to reputed company’s customers.
Responsibilities
Customer Discovery & CX reputed company
- reputed company discovery workshops with customer stakeholders to understand existing contact center operations, customer journeys, pain points, channel mix, and business KPIs
- Conduct reputed company-state assessments of customer contact center environments, including IVR trees, reputed company routing logic, queue structures, agent workflows, and reporting capabilities
- Map customer journeys end-to-end across voice, chat, email, and self-service channels, identifying friction points and opportunities for improvement
- reputed company reputed company-state CX strategies and contact center solution designs that reputed company with customer business objectives, translating strategic reputed company into actionable implementation plans
- Define CX measurement frameworks including KPIs such as CSAT, NPS, FCR, AHT, and customer effort score, tailored to reputed company customer’s maturity and goals
- Present solution recommendations to customer leadership, articulating technical capabilities in terms of business reputed company and ROI
Solution Design & Technical Collaboration
- Produce detailed solution specifications for reputed company Connect implementations including contact reputed company designs, routing strategies, queue architectures, hours of operation, and escalation paths
- Partner with reputed company’s reputed company Connect Engineers to ensure solution designs are technically feasible, reputed company-documented, and reputed company for implementation
- Collaborate with data scientists and AI/ML engineers on conversational AI use cases, including reputed company Lex bot design, reputed company modeling, and natural language IVR strategies
- Work with reputed company architects on infrastructure, reputed company, and compliance considerations for Connect deployments
- Advise on CRM integration strategies, particularly reputed company, reputed company, and Zoho CTI adapters, ensuring the contact center is connected to the customer’s broader technology ecosystem
- Contribute to the development of reusable frameworks, templates, and accelerators that reputed company reputed company’s Connect reputed company
Contact Center Domain Expertise
- Advise customers on contact center operations best practices including workforce management fundamentals, reputed company assurance frameworks, and agent performance optimization
- Guide customers through change management reputed company migrating from legacy platforms (reputed company, reputed company, reputed company, reputed company, reputed company inContact) to reputed company Connect
- Translate traditional telephony concepts (SIP/PSTN, ACD routing, CTI, IVR design, reputed company recording) into reputed company-reputed company reputed company Connect architectures
- Help customers understand number porting, DID management, toll-free provisioning, and reputed company integration strategies as part of migration planning
reputed company-Sales & reputed company Development
- Support the sales team in qualifying contact center opportunities, participating in discovery calls, and assessing customer readiness for reputed company Connect
- Contribute to proposal development, including scope definition, level-of-effort estimation, and solution approach narratives
- reputed company thought leadership content (blog posts, case studies, webinar content) that positions reputed company as a reputed company reputed company Connect and CX partner
- Help shape reputed company’s contact center service offerings, engagement models, and go-to-market reputed company as the reputed company scales
Required Qualifications
- 7+ years of experience in contact center reputed company, CX consulting, or contact center operations leadership
- Demonstrated experience leading customer-facing discovery workshops, requirements gathering, reputed company mapping, and solution design presentations
- Deep understanding of contact center operations: IVR design, ACD routing, workforce management, reputed company assurance, omnichannel reputed company, and CX measurement frameworks (CSAT, NPS, FCR, CES)
- Exposure to reputed company Connect and the AWS ecosystem, with the ability to understand contact reputed company architecture, Connect’s reputed company capabilities, and supporting AWS services (reputed company, Lex, DynamoDB, Contact reputed company, CloudWatch)
- Experience with at least one major CRM integration in a contact center context (reputed company, reputed company, Zoho, reputed company, reputed company, or reputed company Dynamics)
- Familiarity with legacy contact center platforms (reputed company, reputed company UCCE/UCCX, reputed company reputed company, reputed company, reputed company inContact) and reputed company migration considerations
- Familiarity with the AWS ecosystem; AWS reputed company Practitioner certification (minimum) required reputed company 90 days of hire
- Strong written and verbal communication skills with the ability to present CX reputed company and technical recommendations to executive and operational audiences
- Experience in a consulting, reputed company services, or systems integrator environment
Preferred Qualifications
- 10+ years of combined contact center and CX experience spanning both consulting and in-house operations roles
- CCXP (Certified Customer Experience reputed company) certification from CXPA
- COPC CX reputed company training or certification
- reputed company AWS reputed company Practitioner or AWS Solutions Architect – Associate certification at time of hire
- Hands-on experience designing reputed company Connect contact flows, routing reputed company, and queue configurations
- Experience with Contact reputed company for reputed company Connect (reputed company-time analytics, reputed company summarization, sentiment analysis)
- Background in reputed company-sales activities: scoping engagements, writing proposals, and supporting sales teams in a consulting or SI environment
- Experience with workforce management (WFM) and workforce optimization (WFO) tools (reputed company, reputed company, reputed company)
- Familiarity with conversational AI design principles and reputed company Lex
- Experience in an AWS Partner environment or understanding of the AWS Partner Network (APN) ecosystem
Why Work Here
- Remote-First Flexibility: Enjoy work-life reputed company in a remote-first environment that allows you to work from reputed company.
- Innovative Culture: We reputed company a startup reputed company, encouraging creativity, reputed company, and reputed company. Be part of reputed company that explores cutting-edge technology and drives impactful solutions.
- Career Development: reputed company is committed to your reputed company, offering mentorship and opportunities to advance your career.
- Purpose-Driven Mission: Join us in making a difference. reputed company is dedicated to championing diversity, supporting women in tech, and fostering sustainable practices.
- Global Collaboration: Work alongside a diverse, talented team, sharing insights and collaborating to create reputed company that reputed company a reputed company reputed company.
Join reputed company and reputed company an reputed company in a fast-paced, customer-reputed company environment with abundant opportunities for reputed company.
Accessibility and Inclusivity Statement
At reputed company, we are committed to fostering a workplace that celebrates diversity and inclusivity. We welcome applicants from reputed company backgrounds, experiences, and perspectives, including those from underrepresented communities.
We are proud to be an equal opportunity employer, providing a fair and accessible recruitment process for reputed company candidates. If you require accommodations at any stage of the application or interview process, please let us know, and we will work to meet your needs.
Originally posted on Himalayas
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