Customer Experience Solutions Specialist

2 weeks ago


Sydney, New South Wales, Australia beBeeSpecialist Full time $140,000 - $180,000
Customer Experience Solutions Specialist

We are seeking a seasoned professional with a passion for delivering cutting-edge customer experience solutions.

Job Responsibilities:
  • Lead and support the deployment of contact centre solutions across a range of technologies and industries.
  • Collaborate with cross-functional teams to design, deploy, and support complex contact centre environments.
  • Act as Technical Lead on deployments, guiding other engineers and third-party vendors.
  • Design and document call flows, IVR applications, and integration architectures.
  • Develop and execute test plans, document results, and ensure solution quality.
  • Integrate with CRM platforms (Salesforce, ServiceNow, Dynamics) and third-party messaging services (WhatsApp, Facebook Messenger).
  • Support Google CCAI, API development, and cloud-based contact centre technologies.
  • Participate in Agile delivery using tools like JIRA and Confluence.
  • Present and demonstrate solutions in customer meetings, forums, and conferences.
Required Skills and Qualifications:
  • Technical delivery experience across one or more platforms: NICE CXone, Verint, Cisco Webex CC.
  • Strong experience in business requirements gathering and documentation, call flow and IVR design, API development and integration, CRM and messaging platform integration, Agile methodologies and tooling.
  • Excellent written and verbal communication skills, with confidence in presenting technical solutions.
  • Ability to work autonomously and lead geographically distributed teams.
  • Strong problem-solving skills and flexibility in approach.
  • Experience in Workforce Management (WFM) and reporting functions is a plus.


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