Sr Customer Experience ManagerConsultant

Job Description:

• Must be excellent in stakeholder management understand and managed RACI matrix
• Evaluate existing CX technologies (CCaaS platforms like Genesys Cisco Avaya Google CCAI AWS Connect Five9 etc and Recording WFM and QM platforms like Qualtrics Verint Call miner NICE etc Conversational AI platforms like Dialog flow Lex Amelia OneReach.AI Kore RASA Watson etc. CRMs like Zendesk Salesforce Ms Dynamics etc.) and identify gaps or areas for improvement in the current tech stack. This involves conducting comprehensive assessments analyzing data and gathering feedback from stakeholders.
• Work closely with various client stakeholders such as customer service and IT to understand their technology needs and ensure alignment with overall business objectives
• Communicate progress updates and challenges related to CX technology initiatives to key stakeholders including senior management IT Security and BU heads
• Analyze data and metrics related to customer interactions feedback and satisfaction levels to measure the effectiveness of CX technology solutions.
• Generate reports and insights to inform decisionmaking
• Identify potential risks and challenges associated with CX tech stack initiatives and develop mitigation strategies to address them proactively.
• Manage budgets and allocate resources effectively to support CX technology projects and initiatives within budget
• Ensure that CX technology solutions meet quality standards and compliance requirements including data privacy and security regulations