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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Work arrangement
Hybrid