Customer Support SME

🚀 WE’RE HIRING: Customer Support / Contact Center SME

NextGen Identity Pty Ltd

📍 Location: Bangalore, India

💼 Experience: 12+ Years

🏢 Work Model: Hybrid

👨 💻 Role: Customer Support SME – Contact Center & CX Transformation

We are looking for a senior Customer Support / Contact Center SME with extensive experience in customer service operations, contact-center platforms, and customer experience transformation. The ideal candidate will help assess existing operations and define future-state processes and technology solutions.

🔍 Key Responsibilities

• Assess existing voice, chat, email, social, and self-service support operations.
• Analyze customer journeys, service-level agreements, operational KPIs, customer satisfaction, and support costs.
• Identify process gaps and define a future-state customer support operating model.
• Develop transformation roadmaps for contact-center operations and customer experience.
• Evaluate platforms such as Genesys, Salesforce Service Cloud, NICE, Amazon Connect, and Zendesk.
• Translate business requirements into functional, technical, data, and platform requirements.
• Define integration requirements across CRM, knowledge bases, IVR, digital channels, and customer data platforms.
• Support backlog management, feature prioritization, release planning, UAT, and deployment readiness.
• Collaborate with engineering, AI/ML, security, legal, and compliance teams.
• Present recommendations, risks, and transformation plans to senior stakeholders.✅ Required Skills & Experience
• 12+ years of experience in customer support, contact centers, CX transformation, product management, or technology consulting.
• Proven experience delivering enterprise customer-support or contact-center transformation initiatives.
• Experience with platforms such as Genesys, Salesforce Service Cloud, NICE, Amazon Connect, or Zendesk.
• Strong understanding of omnichannel customer service operations.
• Knowledge of KPIs such as Average Handling Time (AHT), First Contact Resolution (FCR), CSAT, NPS, and SLA.
• Experience with solution consulting, system integrations, architecture reviews, and Agile delivery.
• Strong stakeholder management, communication, and presentation skills.
• Telecom experience, AI-enabled customer support, Agent Assist, chatbots, and Customer 360 are advantages.📩 Interested candidates: Share your updated resume via DM or refer suitable profiles.

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