CX Transformation Specialist

4 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $100,000 - $130,000

We are seeking a seasoned CX Solutions Expert to join our Customer Experience practice. This role involves consulting, facilitation, design, development and implementation of innovative customer solutions from small to large enterprise deployments.

Key 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.
Required Skills and Qualifications
  • 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.
  • 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.
About Us

We are 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.

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