Customer Experience Consultant

Job Title: Senior Customer Experience Consultant



Location: Remote



Company Profile:

We are hiring a Senior Customer Experience Consultant for our client, a leading cloud-based contact center solutions provider. The client's mission is to help businesses optimize their contact centers by delivering exceptional customer experiences, increasing customer satisfaction, and reducing operational costs.



Job Description:

We seek a highly experienced Senior Customer Experience Consultant to work with our clients and help optimize their contact center operations. The ideal candidate will have a strong background in customer experience consulting, deep technical knowledge of contact center platforms, and outstanding communication skills.



Responsibilities:

* Work closely with the client to identify their customer journey requirements and assist in building journey templates using contact center platforms.
* Develop and implement journey mapping methodologies.
* Optimize call center operations to improve overall customer experience.
* Conduct in-depth data analysis to provide valuable insights into customer behavior and produce detailed business requirements documentation.
* Collaborate with the client's internal teams to deliver comprehensive solutions that meet the needs of their customers.



Requirements:

* 5-7 years of experience in customer experience consulting or business analysis.
* Strong technical knowledge of industry-leading contact center platforms, including Talkdesk, Nice, 8x8, and Genesis.
* Ability to analyze and optimize contact center operations.
* Excellent communication skills, including active listening and presenting complex data and insights clearly and concisely.
* Strong organizational skills and the ability to prioritize and manage multiple projects simultaneously.



If you're a results-driven individual passionate about delivering exceptional customer experiences and using cutting-edge technology, apply today to join our team and work with our clients in optimizing their contact center operations.