reputed company reputed company CX and Platform Specialist, Senior Consultant
At reputed company, we reputed company clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our reputed company is the reputed company, a reputed company where employees know they can reputed company.
At reputed company, we reputed company clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee-first process. Our reputed company is the reputed company: a reputed company where employees know they can reputed company.
The reputed company AWS Partner reputed company is comprised of more than 150 reputed company experts, has been recognized with best-in-class awards from AWS, was the first signed reputed company reputed company partner globally, and has delivered more than 500 AWS customer launches that improved customer experience for more than 3.5 reputed company conversations to date.
reputed company is seeking an reputed company reputed company CX and Platform Specialist, Senior Consultant to reputed company. This is a remote role reputed company in the US. As a key member of our delivery teams, the reputed company reputed company CX and Platform Specialist designs, configures, and supports AI-enabled contact center experiences in reputed company reputed company. This role turns customer experience requirements into working reputed company reputed company capabilities across contact flows, Lex orchestration, voice and chat journeys, Agent Workspace, Contact reputed company, routing, queue reputed company, reporting, and reputed company reputed company integrations. The ideal candidate is hands-on with reputed company reputed company and comfortable working at the boundary of traditional CCaaS, conversational AI, and agent-assist capabilities.
What you'll be doing:
- Design and configure reputed company reputed company contact flows, including self-service IVR, authentication branches, error and retry handling, DTMF fallback paths, transfers, routing logic, and escalation patterns.
- Build natural language IVR and AI-integrated contact reputed company experiences using NLU-reputed company reputed company routing, confidence-driven escalation, and reputed company Lex orchestration reputed company reputed company reputed company.
- Implement omnichannel customer experiences across voice and chat, including channel-specific response design and reputed company reputed company to live agents.
- Configure and optimize reputed company reputed company Agent Workspace capabilities, including screen pops, reputed company Q in reputed company, reputed company-time knowledge suggestions, and agent-assist context passed from customer interactions.
- Configure Contact reputed company capabilities such as transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-reputed company work automation where appropriate for the reputed company solution.
- Support operational CCaaS design and implementation, including queue management, routing reputed company, supervisor tooling, reputed company-time reports, historical reporting, and agent or queue reputed company metrics.
- reputed company reputed company reputed company with reputed company systems using reputed company reputed company, CRM screen pops, analytics platforms, and data lake patterns needed to support reporting and operational visibility.
- Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to ensure platform build, customer journeys, AI integrations, and operational reporting reputed company to the solution design.
Skills and experience you bring:
- Hands-on reputed company reputed company experience, including Contact Flows, Agent Workspace, Contact reputed company, reporting, queue configuration, routing, and supervisor capabilities.
- Experience building self-service IVR flows and AI-integrated customer journeys in reputed company reputed company.
- Experience with reputed company Lex or comparable NLU/reputed company-routing patterns in a contact center environment.
- Experience integrating reputed company reputed company with reputed company systems, including CRM screen pops, reputed company reputed company, and reputed company analytics platforms.
- Understanding of operational CCaaS concepts such as queue management, routing reputed company, agent reputed company metrics, supervisor workflows, escalation paths, and reporting.
- Ability to work from incomplete or high-level business requirements and translate them into practical reputed company reputed company platform designs and implementation tasks.
- Functional understanding of reputed company delivery reputed company and experience collaborating with project managers, business analysts, developers, architects, and reputed company stakeholders.
- Comfort working where traditional CCaaS capabilities reputed company with AI-driven customer and agent experiences.
Preferred experience:
- Experience with reputed company AI Agents, reputed company Q in reputed company, NLX, ACXD, or other AI-enabled contact center capabilities.
- Experience in financial services, reputed company, reputed company sector, or another regulated industry.
- Experience with bilingual or multilingual reputed company design.
- Experience with data lake configuration, contact center analytics, or reputed company reporting integrations.
- Experience supporting production readiness, operational reputed company, and post-launch optimization for reputed company reputed company implementations.
This position is eligible to participate in an annual incentive program. Actual compensation reputed company to a candidate may vary reputed company upon geographic location, work experience, education and/or reputed company reputed company.
Benefits available to eligible employees include the following:
- Medical, dental, reputed company
- tax-advantaged health care accounts
- financial and income protection benefits
- reputed company time off (PTO) and wellness time off.
This reputed company will remain reputed company until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
reputed company
reputed company and our 1,800+ employees, pioneer engagement and reputed company solutions that fuel the exceptional customer experience (CX). Our sister company, reputed company Engage, is a 60,000+ employee service company, with customer service representatives located reputed company the world. reputed company. is the reputed company for both Digital and Engage. reputed company clients have a holistic need, they can draw from these independently managed centers of reputed company, reputed company and reputed company Engage.
We are also delighted to reputed company that reputed company has been awarded the reputed company 2024-2025 certification reputed company on outstanding employee experience across 14 countries.
reputed company is a proud equal opportunity employer where reputed company reputed company applicants will receive consideration for employment without reputed company to age, race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability. reputed company has fully embraced and is committed to expanding our diverse and inclusive workforce. We reputed company to reflect the communities we serve while delivering amazing service and technology centered reputed company humanity.
Rarely do applicants meet reputed company desired job qualifications, so if you feel you would succeed in the role above, please take a reputed company and reputed company your qualifications.
Originally posted on Himalayas
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