CX Delivery Engineer (L2 or L3)

Position Overview
  • A CX (Customer Experience) Delivery Engineer plays a crucial role in ensuring the successful implementation and delivery of customer experience 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 overall Customer Experience (CX) team, learning from others, and providing your own insights and knowledge to others in the team.
  • The job description for a CX Delivery Engineer include the following responsibilities and qualifications:
Responsibilities
Solution Design
  • Collaborate with cross-functional teams to understand customer requirements and design effective CX solutions.
  • Develop and document technical specifications and system architectures for CX projects.
Configuration and Customisation
  • Configure and customise customer experience platforms and technologies to meet specific client needs.
  • Implement and integrate third-party tools and systems to enhance the overall customer experience projects.
Implementation and Deployment   
  • Lead the implementation and deployment of customer experience solutions.
  • 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 quality assurance processes to ensure optimal performance and user satisfaction.
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 and external teams.
Documentation
  • Create and maintain comprehensive documentation for implemented solutions, configurations, and processes.
Continuous Improvement
  • Stay updated on industry trends and best practices in CX technology.
  • Proactively identify opportunities for process improvement and efficiency gains.
Experience & Knowledge
  • Bachelor’s degree in computer science, information technology or a related field.
  • Previous experience in similar role with a focus on CX delivery.
  • Hands-on experience and with the implementation and customisation of CX solutions.
  • Certification on any of the following CCaaS platforms; Genesys Cloud, Zoom, Nice, Verint and other relevant technologies.
  • Familiarity with integration between CCaaS and CRM systems (e.g. Salesforce, Dynamics365, etc.)
  • Experience with AWS services preferrable (S3, Lambda, CloudWatch, CloudFront, Transcribe, etc.)
  • Understanding of Node.js and/or Python preferrable.
  • A friendly demeanour and “can do” attitude with a desire to drive a successful outcome.
  • Customer-focused mindset with a strong commitment to provide exceptional service.
  • Ability to work independently and collaboratively in a dynamic environment.
  • Flexibility to adapt to changing project requirements and priorities.
  • Ability to thrive in a dynamic and fast-paced environment.
  • Excellent verbal & written communication skills.
  • Excellent analytical and problem-solving skills.
Job Category: Information Technology
Job Type: Full Time
Job Location: Colombo

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