Lead - CX Technology Transformation

The Role:

- Work with BYJUs application/product development teams, architects and engineers within the group to understand the functional and non-functional requirements of a given project/application or infrastructure to develop a forward-looking CX technology strategy that aligns to our overall target state architecture.

- The incumbent will report into Director - Service Delivery & Customer Engagement.

- Work Location - Bangalore / Hybird

Job Role & Responsibilities:

- Accountable for owning and driving customer and partner experience improvement technology projects using advance tool across multiple channels - Chat, IVR, Bot, WA, Social, AI and ML

- Acts as single point technology partner to operate with different tech teams within the business to execute cutting edge digitized experience

- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.

- Lead infrastructure and platform projects to build new capabilities and upgrade existing ones for customer experience impact

- Work closely with customer experience, product and the delivery team to bring to market identifed customer improvement project

- Designing and building solutions that are aligned with the existing technology portfolio and team expertise, the demos and solution documentation required

- Technically and functionally qualify customer opportunities and requests

- Oversees administrative deliverables for assigned Technology Operational team

- Maintain a knowledge of both technology and business trends and development relevant to the software and customer service industry

Basic Requirements:

- Degree in a relevant field of work or an equivalent combination of education and work- related experience

- Successful track-record in leading digital transformation projects with focus on customer centricity and CX in B2B/B2C

- Web and microservice cloud native technology stack affinity

- Used to work in agile methods and close collaboration with internal stakeholders

- Comprehensive understanding and experience of one or more public cloud platforms (MS Azure or/and MS DevOps a plus)

- Capable of working to both tactical and strategic timescales

- SCRUM certification a plus

- Experience developing mobile technologies and social networking tools a plus

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