CX Solutions Consultant

Kytec is seeking a highly skilled, enthusiastic and passionate CX Solutions Consultant to join our Customer Experience (CX) & Contact Centre Practice. This role involves consulting, facilitation, design, development and implementation of innovative customer solutions — from small to large enterprise deployments.

You'll work with tier-1 Contact Centre applications in Amazon Connect, Salesforce, Genesys, Webex and Zoom, exploring the how and discovering the needs for customers across the APAC region.

Responsibilities

• Design, develop, and implement solutions that enhance customer experience, engagement, and operational efficiency.
• Partner with clients to design CX transformation strategies and roadmaps that connect technology investments to measurable business outcomes.
• Translate business requirements into scalable, secure, and high-performance technical solutions.
• Articulate product features in voice, digital channels, CRM integrations, virtual agents and AI capabilities.
• Work with Vendors and internal sales teams on customer tenders, demonstrations and facilitating end user training.
• Implement and support changes, enhancements, and upgrades to CX Platforms in Amazon Connect, Genesys, Webex and Zoom.
• Ability to engage with client Senior Management / Department Leads as well as other Contact Centre Operations experts.
• Troubleshoot complex technical issues, providing escalation support to internal peers and customers.
• Ability to document detailed requirements, user stories, presentations and as-builts for client and internal stakeholders.
• Ensure solutions meet security, compliance, and data privacy standards relevant to customer industries.

The Successful Applicant Will Have:

• 3–5+ years' experience in CX, Contact Centre, or digital transformation consulting.
• Experience working within a Call Centre environment from operations, customer experience or technical support.
• Practical understanding of Cloud Contact Centre platforms (Amazon Connect, Genesys Cloud CX, Cisco Webex Contact Centre, Zoom Contact Centre) and On-Prem solutions in PCCE/UCCE/UCCX
• Exposure with customer engagement analytics, speech/interaction analytics, and Workforce Optimisation tools.
• Collaboration Tools in MS Teams, Webex, Slack, Google Meets and Zoom
• Certification in such vendor technologies is preferred.
• Excellent written and verbal communication skills. Client engagement is primary requirement of the role so ability to both communicate and listen to our client group is critical.
• Big importance in Vendor and Customer engagement.

Key Attributes

• Passion for innovation, continuous improvement, and delivering exceptional customer outcomes.
• Self-motivated with a get-it-done attitude, be eager to learn and improve.
• Commercial awareness and ability to connect CX improvements with business KPIs (e.g. NPS, CSAT, FCR, AHT)
• Strong problem-solving and analytical thinking abilities.
• Proven ability to deliver projects in a fast-paced, customer-facing environment.
• High level of accuracy and attention to detail and capable of meeting deadlines and working under pressure.
• Adaptable and eager to learn new technologies and platforms quickly.
• Collaborative team player who also thrives with autonomy and accountability.
• Excellent communication skills for working with technical and non-technical stakeholders.

What We Offer

• Opportunities to contribute to thought leadership, events, and innovation initiatives within the CX space.
• Competitive remuneration packages.
• Professional development and certification opportunities.
• A flexible working environment that supports work-life balance.
• The chance to work on cutting-edge CX projects with industry-leading clients.
• Hybrid/Remote working opportunities.

About Kytec

Kytec is a highly regarded digital transformation consultancy. Our organisation is built on a core practice model, ensuring deep expertise in each technology we deliver. We are known for innovation, creative thinking, and technical excellence, with a strong focus on measurable customer outcomes. Our Australian-based team includes architects, engineers, consultants, and developers, offering 24x7 support and end-to-end solutions.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service, Information Technology, and Consulting

Industries

• IT Services and IT Consulting

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