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CX Lead

CX Lead

Pravi HR AdvisoryChennai
4 days ago
Job description

Description :

  • Hiring CX Lead (10+ Years of Experience)
  • Location : [Add location, e.g., Chennai / Bangalore]
  • Experience : 10+ years

Key Responsibilities :

Technical Leadership & Strategy :

  • Provide technical vision and direction for our CX application landscape, aligning with overall business goals and IT strategy.
  • Lead the technical design and architecture of new CX application initiatives and enhancements.
  • Evaluate and recommend new technologies and tools to optimize our CX application performance and scalability.
  • Establish and enforce technical standards, best practices, and coding guidelines within the team.
  • Participate in strategic planning and roadmap development for CX applications.

    • Team Leadership & Mentorship :

  • Lead and mentor a team of developers and technical resources.
  • Assign tasks, monitor progress, and provide constructive feedback to team members.
  • Conduct technical training and knowledge-sharing sessions within the team.
  • Participate in the recruitment and onboarding of new technical team members.

    • Application Development & Implementation :

  • Provide hands-on technical expertise in the development, configuration, and customization of CX applications (e.g., CRM, Contact Center platforms, Marketing Automation).
  • Oversee the integration of CX applications with other enterprise systems.
  • Ensure the quality and performance of CX applications through rigorous testing and code reviews.
  • Troubleshoot and resolve complex technical issues related to CX & Communication :
  • Collaborate effectively with cross-functional teams, including business analysts, product owners, and infrastructure teams.
  • Communicate technical concepts and solutions clearly to both technical and non-technical stakeholders.
  • Participate in project meetings and provide technical updates.
  • Work closely with vendors and external partners as needed.

    • Compliance & Security :

  • Ensure CX applications adhere to security policies, compliance standards, and regulatory requirements.
  • Participate in security assessments and vulnerability remediation :
  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • 10 years of experience in developing and implementing CX applications.
  • Proven experience in a technical leadership role, guiding and mentoring development teams.
  • Strong technical proficiency in one or more of the following CX platforms : [CRM , Contact Center platforms and WABA and Bot.].
  • Solid understanding of CRM principles, contact center operations, marketing automation, or other relevant CX domains.
  • Experience with integration technologies (e.g., APIs, middleware).
  • Proficiency in programming languages relevant to the CX platforms (e.g., Java, JavaScript, PHP, C#).
  • Experience with database technologies (e.g., Postgres, NoSQL).
  • Familiarity with agile development methodologies.
  • Excellent problem-solving, analytical, and troubleshooting skills.
  • Strong communication, interpersonal, and presentation skills.

    • Preferred Qualifications :

  • Relevant certifications in CX platforms or technologies.
  • Experience with cloud-based CX solutions.
  • Knowledge of DevOps practices and tools.
  • Experience with performance tuning and optimization of large-scale applications.

    • (ref : hirist.tech)

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    Lead • Chennai