As a recruitment company, DCG understands that every business is powered by experienced professionals. Our management style and partnership approach enable us to meet your needs and provide continuous support. Due to our ongoing growth and the large number of recruitment projects we undertake for our partners, we are currently looking for:
CX Consultant
Responsibilities:
- Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey
- Identify the use cases and the integration strategies of Bots, AI tools, Sentiment or Voice Analytics as well as the CRMs
- Become client trusted advisor and contribute to customer Digital Transformation
- Develop CX roadmap and technical mappings for the next gen Customer eXperience
- Recognize and assess client key business drivers and challenges
- Articulate service strategy (refine, refresh, change, optimize, …) in the relevant digital domain
- Engage and partner with customers to jointly develop the CX end-to-end architecture matching requirements and constraints
- Produce complex design documents
- Lead the implementation of the design and act as a enterprise architect for end to end delivery
- Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring, …)
Requirements:
- Expert level knowledge and hands on experience of Genesys Cloud and Genesys PureConnect products
- 5+ years of experience in CX migration from on-prem solutions to Genesys Cloud platform
- Expert level knowledge and hands on experience in one or multiple of the following: VoiceBot and VoiceAnalytics (e.g. Nuance, Nexidia etc.), Sentiment Analytics,
- Predictive Engagement, Bots (Google, Amazon etc.)
- Hands on experience with integration of CRM tools such as: SAP, Sales Force, MS Dynamics
- Contact center organization and operation to be able to understand customer needs and translate them into a high level design
- Experience with Workforce Management and related tools
- Fluent in English
- Minimum of 10 years related work experience in customer facing organizations within the ICT and CX industry (channels, local representations working directly with customer IT management)
- Understand market trends, technical and business issues associated with the CX/CC industry
- Consultancy and service delivery experience in the CX industry
- Very strong technical knowledge and/or experience in Customer Experience and the IT Eco-System
- Advanced level in one or more digital domain(s)
Nice to have:
- Hands on experience in CX as a Code and DevOps project. Such as, Terraform, Git, Azure DevOps
- Strong technical skills around telecommunications/IT solutions and services in general / university degree in Communications systems/or Computer Science or equivalent
Offer:
Constant support of dedicated consultant
Employee referral program