Related skills
aws ai lean ivr genesys📋 Description
- Develop CX and business strategies with clients.
- Conduct market research to identify CX opportunities.
- Align contact center ops with CX strategy; drive outcomes.
- Lead WFM, routing, queue design, IVR and AI-enabled flows.
- Define and improve service levels, AHT, CSAT, NPS metrics.
- Lead delivery of consulting projects; manage budgets.
🎯 Requirements
- 15+ years in CX consulting; 5+ as a director.
- Strong leadership; inspire and motivate teams.
- Proven project management; timelines and budgets.
- Deep knowledge of CX, strategy, and operations.
- Bachelor's degree required; Master's preferred.
- Lean/Six Sigma/Agile certs; design thinking a plus.
🎁 Benefits
- Medical, dental, vision coverage.
- Tax-advantaged health care accounts.
- Financial and income protection benefits.
- PTO and wellness time off.
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