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CX Technology Consultant
Full-time
Description
What You’ll Do
As a
CX Technology Consultant,
you will be focused on:
Evaluate customer business needs and contribute to strategic planning.
Identify risks, issues, and follow-on business opportunities.
Design and develop solution blueprints, reference architectures, and technical proposals for AI enabled contact centre transformations.
Assist with implementation, testing, training, and deployment activities.
Identifying and implementing Agentic and Conversational AI solutions and automating processes where they deliver tangible customer value.
Prepare and maintain system and solution documentation.
Recommend development, maintenance, and system standard improvements.
Train users during system implementation and transition activities.
Liaise with customers during installation and testing phases.
Assist with sales proposal preparation.
Identify additional customer opportunities for products and services.
Provide technical guidance and advice where required.
Contributing to thought leadership whitepapers, presentations, or internal knowledge sharing.
Supporting pre-sales and solution shaping activities for enterprise and government customers
We are an agile company, responsive to customer stakeholder’s changing technology requirements — meaning our roles evolve to meet those needs.
What You’ll Bring
Required experience:
Broad experience across Customer Experience (CX) solution design
Proven track record in CCaaS platforms such as Genesys Cloud, NICE CXone, Twilio Flex, or Amazon Connect – with experience creating or integrating AI/ML capabilities into these environments.
Hands-on experience designing and deploying Conversational AI solutions including virtual agents, intelligent IVR, NLU/NLP frameworks and workflow automation within contact centres.
Experience with Large Language Models (LLMs) and Generative AI applied to customer-facing use cases (e.g., summarisation, intent classification, knowledge retrieval)
Familiarity with API-driven integrations between AI platforms and CCaaS/CRM systems
Demonstrated understanding of Agentic AI – including autonomous task orchestration, intent-driven dialogue management and IA-assisted agent copilots within the CX domain.
Strong consultative skills in mapping customer journeys and delivering transformation strategies.
Nice to have
Familiarity with AI platforms like Cognigy, Verse.ai, Cresta, Microsoft Power Automate and Dynamics Power Automate
Experience working with large-scale enterprise and government environments.
Exposure to multi-partner technology ecosystems
Knowledge of design and delivery of cloud-based customer platforms globally
