CX Delivery Consultant

3 weeks ago

Sydney, Australia Nexon Asia Pacific Full time
  • Tailored Work-Life Harmony
  • Unlimited Growth Potential
  • Wellbeing and Belonging

A CX (Customer Experience) Delivery Consultant plays a crucial role in ensuring the successful implementation and delivery of CX and CCaaS (Contact Centre as a Service) solutions. The primary focus is on designing, configuring, and deploying systems and technologies that enhance the overall customer experience. 

You will be expected to work as part of the Nexon Customer Experience (CX) team, applying your experience to customer opportunities, sharing your own insights and knowledge with others in the CX team as well as collaborating and learning from the rest of the CX Delivery Consultants.  
 
Responsibilities
Solution Design: 

  • Collaborate with cross-functional teams to understand customer requirements and design effective CX solutions for CCaaS opportunities. 
  • Apply your experience to develop solutions and document technical specifications and system architectures for CCaaS projects.

Configuration and Customisation

  • Configure and customise CCaaS platforms and technologies to meet client needs.
  • Implement and integrate third-party tools and systems to enhance the overall customer experience for CCaaS projects. 

Implementation and Deployment

  • Lead the implementation and deployment of CCaaS projects.
  • Ensure that the delivery of solutions aligns with project timelines and meets quality standards.

Testing and Quality assurance

  • Conduct thorough testing of CX solutions to identify and remediate any issues.
  • Implement/adhere to quality assurance processes to ensure optimal solution performance and user satisfaction for CCaaS projects

Collaboration

  • Work closely with project managers, developers, and other contributors to ensure seamless collaboration and communication through the project life cycle. 
  • Provide technical expertise and support to internal teams and to Nexon customers. 

Documentation

  • Create and maintain comprehensive documentation for implemented solutions, configurations, and processes

Continuous Improvement

  • Stay updated on industry trends and best practices in CX technologies and CCaaS solutions. 
  • Proactively identify opportunities for process improvement and efficiency gains. 

Qualifications & Experience
The following qualifications and experience is required for a CX Delivery Consultant:
• Bachelor’s degree in computer science, information technology or a related field. 
• 5 + years experience in a similar role, with a focus on delivery for CCaaS solutions and deployment on premises-based contact centre solutions. 
• Certification in any of the following CCaaS platforms; Genesys Cloud, Zoom CX, Nice CXone, Verint and/or other relevant technologies.
• Ability to integrate CCaaS solutions with CRM systems (e.g. Salesforce, Dynamics365, etc.)
• Experience with AWS services preferrable (S3, Lambda, CloudWatch, CloudFront, Transcribe, etc.). AWS Cloud Practitioner certification is a bonus. 

 Why Nexon?
At Nexon, we offer more than just a job. We provide a supportive work culture with the following benefits:
 
Tailored Work-Life Harmony:

  • Embrace a personalised work experience with our Hybrid Working model, allowing you to balance professional success with personal well-being.

Unlimited Growth Potential:

  • Fuel your career aspirations with endless professional development opportunities, clear advancement pathways, and enticing employee referral bonuses. Your success is our priority.

Wellbeing and Belonging:

  • Experience a culture that cares – from Mental and Physical Health initiatives and fun-filled Anniversary Celebrations, to engaging in Community Giving. We prioritise Diversity & Equity, creating an inclusive workforce where everyone thrives.

Join Nexon and elevate your career We are seeking motivated professionals passionate about business growth, innovation, and excellence.

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