Customer Experience Strategy Manager

Mount Talent Consulting Pvt Ltd.Haryāna, Republic Of India, IN

11 hours ago

Job description

Must have skills :

Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting

Good to have skills :

Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS / Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Experience : 8+ years

Educational Qualification : MBA from a tier 1 institute

Roles & Responsibilities :

Develop and execute the contact center strategic initiatives including AI / Gen AI strategy to improve customer experience & optimize business expenses, operational costs.

Create business case and strategic transformation roadmap based on market trends.

Help sell and deliver Genesys contact center solutions to clients : Product overview, Partner readiness support, pricing, documentation, first call presentations.

Drive Partner support activities : A strong focus on nurturing deeper, more strategic relationships with key parties.

Develop requirements based on leadership input : Performance / Status reporting, Problem Solving and Conflict Management.

Professional & Technical Skills :

Experience working with Customer Service Operations : Experience in Contact Center channels, leading Customer Service operations assessment / benchmarking, identifying gaps and deriving business case for driving improvements.

Experience implementing multichannel self-service / IVR and Omni-Channel Orchestration Routing : Experience in Genesys Cloud / Engage suite.

In-depth knowledge and know-how of Customer Service Operations : Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect / Composer / Designer.

Proactively identifying customer needs through a technical benefits assessment : Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.

Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics : This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO.

Experience in Genesys Cloud administration & application experience : Use Genesys Architect / Composer / Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.

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Manager Customer Experience • Haryāna, Republic Of India, IN