CX Solutions Expert

2 days ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $110,000 - $145,000

Kytec is seeking a highly skilled and passionate CX Solutions Consultant to join our Customer Experience practice. This role involves consulting, facilitation, design, development, and implementation of innovative customer solutions.

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

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.
  • Troubleshoot complex technical issues, providing escalation support to internal peers and customers.
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.
  • Collaboration Tools in MS Teams, Webex, Slack, Google Meets, and Zoom.
  • Certification in vendor technologies is preferred.
  • Excellent written and verbal communication skills.
  • Able to engage with client Senior Management / Department Leads as well as other Contact Centre Operations experts.
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.
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.

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