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Solutions Architect – Customer Experience
ConectysBucharest, RomaniaÎn urmă cu 17 zile
Descrierea postuluiMap, analyze, and optimize customer journeys to enhance efficiency, customer satisfaction, and operational effectiveness. Identify gaps and recommend process improvements leveraging best practices and emerging technologies. Collaborate with stakeholders to implement seamless customer experiences across digital and human touchpoints. Continuously review existing workflows, identify inefficiencies, and drive process improvements. Recommend automation, AI, and analytics-driven strategies to enhance operational performance. Monitor industry trends and emerging technologies to future-proof CX solutions. 5+ years of experience in BPO, CX solution design, process improvement, or related fields. Strong understanding of omnichannel customer service, automation (chatbots, AI, RPA), and contact center technologies. Experience in designing and presenting solutions for RFPs and client proposals. Proven track record of process optimization and customer journey transformation. Ability to work cross-functionally and communicate effectively with stakeholders at all levels. Data-driven mindset with a strong analytical approach to problem-solving. Familiarity with tools like CRM systems (Salesforce, Zendesk), CX analytics, and automation platforms is a plus. Competitive salary package & meal vouchers The opportunity to work in a multi-cultural environment Private medical insurance Learning programs for your development Wellness activities for your wellbeing
Within your role, you will :
RFP & Solution Design :
- Lead the operational solution design for new RFPs and proposals, ensuring alignment with business objectives and client needs.
- Develop end-to-end CX solutions, integrating omnichannel support, AI / automation, and workforce strategies.
- Work closely with sales and presales teams to present compelling value propositions.
Customer Journey Design & Optimization :
Process Improvement & Transformation :
What will make you successful for the role :
Sounds good? Find out what you can get :
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