Requirements

Expected technologies

AWS

Our requirements

• Minimum Master's degree.
• 5+ years of experience within Consulting (preferred) and/or other industry experience.
• Solid knowledge and direct experience in leading transformative changes in digital customer service, customer experience design.
• Experience in Service, Contact Center tools (AWS, Genesys, Google, NICE, Sprinklr, Salesforce).
• Excellent English communication skills (written & spoken) required.

Optional

• Knowledge of Contact Center as a Service (CCaaS) platforms such as Salesforce Service Cloud, AWS Connect, Genesys Cloud, Nice CXone, Sprinklr and Microsoft DCCP.
• Proven ability to work creatively and analytically in a problem-solving environment.

Your responsibilities

• Planning, designing and delivering customer interaction solutions across IVR, web, email, chat, SMS, and social media channels.
• Serve as a subject matter expert in CCaaS platforms (Salesforce Service Cloud, Sprinklr, AWS Connect, Genesys Cloud, Nuance CXone, Microsoft Dynamics 365), providing guidance on transformation projects.
• Proactively enhance skills in quality monitoring, WFM, gamification, and AI-powered customer experiences.
• Leverage deep knowledge of industry-specific processes, working with Fortune 500 clients and sophisticated customer interaction operations.
• Motivated to embrace new opportunities and continuously stay updated with certifications, ensuring ongoing improvement in the field.