Senior Manager Talent Acquisition at Byjus
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Byju's - Lead - CX Technology Transformation (5-10 yrs)
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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