CX Technology Consultant
Core
Advise enterprise and government customers on Customer Experience (CX) and Contact Centre as a Service (CCaaS) transformation journeys, focusing on AI and automation integration.
Role type
Senior IC CX Technology Consultant
Builds
Strategic roadmaps, solution blueprints, reference architectures, and AI-enabled contact centre transformations
Domain
Customer Experience, Contact Centre, Artificial Intelligence, Cloud Platforms
Deliverable
production ML models | product features | client delivery
Required skills
CX solution design, CCaaS platform expertise (Genesys Cloud, NICE CXone, Twilio Flex, Amazon Connect), Conversational AI design, LLMs and Generative AI application, Agentic AI implementation, API-driven integrations, consultative strategy mapping
Preferred skills
AI platforms (Cognigy, Verse.ai, Cresta, Microsoft Power Automate), large-scale enterprise/government environment experience, multi-partner ecosystem knowledge, cloud-based platform delivery
Technologies
Genesys Cloud, NICE CXone, Twilio Flex, Amazon Connect, LLMs, Generative AI, Agentic AI, API, Cognigy, Verse.ai, Cresta, Microsoft Power Automate, Dynamics Power Automate
Responsibilities
Evaluate customer business needs and contribute to strategic planning; Identify risks, issues, and follow-on business opportunities; Design and develop solution blueprints, reference architectures, and technical proposals for AI enabled contact centre transformations; Assist with implementation, testing, training, and deployment activities; Identify and implement Agentic and Conversational AI solutions; Prepare and maintain system and solution documentation; Recommend development, maintenance, and system standard improvements; Train users during system implementation and transition activities; Liaise with customers during installation and testing phases; Assist with sales proposal preparation; Identify additional customer opportunities for products and services; Provide technical guidance and advice; Support pre-sales and solution shaping activities
Seniority
Senior, hands-on IC
