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CX Engagement Lead

Jersey City, NJ 07302

Posted: 05/13/2024 Industry: IT Functional Job Number: 38520 Remote/Work From Home Jobs: Work from home flexibility

Job Description

Are you an experienced CX Engagement Lead? If so, let’s talk!
 
Our client is actively seeking a talented CX Engagement Lead to work with a team located in Jersey City, NJ. This is a full-time, permanent opportunity with our client.

Job Responsibilities:
 
  • Consultatively shape CX opportunities along with clients and Drive solutioning for CX problem statements.
  • Define and implement the digital CX go-to-market strategy for the target industry segments
  • Lead opportunity identification, progression and closure for end-to-end the customer value chain transformation for our clients
Lead creation of CX solution design and roadmap, and its implementation across the critical CX capabilities including:
  • Customer experience design, customer journey mapping
  • Conversational AI implementation in CX workflow
  • Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)
  • Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
  • Strong expertise in one or more CCaaS solutions like NICE, Genesys. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
  • Foster deep relationships with client stakeholders by demonstrating insight and thought leadership on application of digital in their context to help them meet their business goals
  • Work with teams across the business to generate innovative CX solutions
  • Implement the CX consulting deliverables, including blueprinting and assessments.
  • Work with BU/account leadership to define a clear and compelling CX digital strategy for clients for target business/industry areas
  • Own P&L of CX transformation for the target industry/service lines
  • Ensure knowledge sharing and CX best practices between teams to drive a robust digital ecosystem
  • Define and demonstrate the value proposition of data-led CX transformation for clients

Requirements:
  • 12+ yrs of proven track record in leading CX transformation and driving P&L of digital teams
  • Customer experience design, customer journey mapping
  • Conversational AI implementation in CX workflow
  • Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)
  • Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
  • Strong expertise in one or more CCaaS solutions like NICE, Genesys, AWS. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
  • Should have led large technology-led organizational change initiates  
  • Should have led 20+ team of multi-disciplinary capabilities including solution architects, delivery leaders, technical architects, automation and analytics SMEs, and developers.
  • Demonstrated experience in working with both senior business and technology stakeholders 

Job Requisition #38520

A reasonable estimate of the pay range for this role is $190,000 - $195,000 per year.

The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.  #LI-LB1

 
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About Jersey City, NJ

Ready to take the next step in your career? Explore our job opportunities in and around Jersey City, New Jersey, where the vibrant cityscape meets the calming waters of the Hudson River. This dynamic area offers a perfect blend of urban living and green spaces, with easy access to New York City just a short ride away. Imagine working in the shadow of the iconic Statue of Liberty, enjoying diverse cuisine from food trucks to Michelin-starred restaurants, or catching a show at the historic Loew's Jersey Theatre. Jersey City boasts an impressive art scene, lively nightlife, and plenty of outdoor recreational options at Liberty State Park. Join us in this culturally rich and fast-growing region, and make your career dreams a reality!
APC is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status. **California Consumer Protection Act

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