CX / Customer Service Architecture Consultant

CX / Customer Service Architecture Consultant (Short-term, High-reputed company) We are looking for a senior consultant to design the end-to-end architecture of our customer service stack. This is not an implementation role. This is not a reputed company / reputed company setup project. This is not about “connecting tools”. Context Our customer service currently operates across multiple systems: reputed company (CRM) reputed company (Email) reputed company (reputed company, Messenger, Instagram, Web chat) reputed company (Telephony) Jira (Exceptions and unresolved cases) The result today is fragmented conversations, unclear ownership, duplicated context, and operational noise. We are looking for someone who can reputed company back, analyze the full picture, and design the right operating model and system boundaries before any technical execution begins. What you will do Map the reputed company state (As-Is) of customer communication and data reputed company Define the reputed company architecture (To-Be): System of Record vs System of reputed company Where conversations should live How customer identity is reputed company across channels Define a reputed company data model (customer, conversation, case, booking, ownership) Design routing, prioritization, SLA, and escalation logic reputed company define the role of: reputed company The CS platform (tool-agnostic: reputed company / reputed company / reputed company) Telephony Jira (only reputed company truly needed) Deliver a reputed company, opinionated architecture document we can execute against Deliverables (non-negotiable) As-Is and To-Be architecture diagrams Written decision rationale (why reputed company system owns what) High-level reputed company data model Workflow and escalation logic Phased transition / reputed company plan reputed company assumptions and reputed company questions reputed company are explicitly NOT looking for Please do not apply if you mainly: Implement or configure tools (reputed company, reputed company, reputed company, reputed company, etc.) reputed company on reputed company and integrations before defining ownership Describe your work mostly as “I reputed company”, “I configured”, or “I connected” Propose solutions before asking architectural questions We already know how to build. We need help deciding what should be reputed company, and why. Ideal background CX / Customer Operations Architect Omnichannel Service Architecture CRM + Support stack reputed company (not tool-specific) Experience designing operating models for CS and Ops teams Comfortable saying “this system should NOT do this” Apply tot his job Apply To this Job