As our CX Delivery Consultant you will play a crucial role in ensuring the successful implementation and delivery of CX and CCaaS (Contact Centre as a Service) solutions. The primary focus is on designing, configuring, and deploying systems and technologies that enhance the overall customer experience. Working as part of the Nexon Customer Experience (CX) team, applying your experience to customer opportunities, sharing your own insights and knowledge with others in the CX team as well as collaborating and learning from the rest of the CX Delivery Consultants.
Solution Design
- Collaborate with cross-functional teams to understand customer requirements and design effective CX solutions for CCaaS opportunities.
- Apply your experience to develop solutions and document technical specifications and system architectures for CCaaS projects.
Configuration, Customisation and Integration
- Configure and customise CCaaS platforms and technologies to meet client needs.
- Implement and integrate third-party tools and systems to enhance the overall customer experience for CCaaS projects.
- Integrate CCaaS platforms to other SaaS platforms (Salesforce, ServiceNow, Dynamics365, AWS, Azure, etc.) to enable end-to-end engagement.
Implementation and Deployment
- Lead the implementation and deployment of CCaaS projects.
- Ensure that the delivery of solutions aligns with project timelines and meets quality standards.
Testing and Quality Assurance
- Conduct thorough testing of CX solutions to identify and remediate any issues.
- Implement/adhere to quality assurance processes to ensure optimal solution performance and user satisfaction for CCaaS projects.
Experience
5 + years' experience in a similar role, with a focus on delivery for CCaaS solutions and deployment on premises-based contact centre solutions.
Certifications
Genesys Cloud (highly regarded)
Zoom CX, Nice CXone, Verint and/or other relevant technologies (advantageous)
If you are passionate about delivering Customer Experience solutions, thrive in a technology-driven environment and have a strong desire to contribute to the success of our Customer Experience (CX) business unit, we would love to hear from you. Apply today and join our team of dedicated professionals working towards revolutionising CX with our innovative CCaaS solutions.
Senior CX Delivery Consultant (Genesys Cloud) employer: Nexon Asia Pacific
Nexon is an exceptional employer located in Melbourne, offering a dynamic work culture that prioritises employee growth and development. As an SMB Account Manager, you'll benefit from a supportive environment that encourages collaboration and innovation, while also having access to comprehensive training programs to enhance your skills in account management and sales. With a strong focus on customer satisfaction and a commitment to delivering premium service, Nexon provides a rewarding career path for those looking to make a meaningful impact in the IT industry.
