Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a robust presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

J ob Summary

The Subject Matter Expert (SME) supports B2C Technical Support operations by providing advanced technical guidance, real-time floor support,



and escalation management for agents handling residential customers via voice and chat. The role focuses on improving first contact resolution, technical accuracy, quality adherence, and overall customer experience.

Key Responsibilities

Floor Support & Escalation Handling
Provide real-time support to agents for complex technical and customer issues.
Handle and resolve escalated cases related to broadband, Wi-Fi, routers, device connectivity, speed, and application issues.
Guide agents on correct troubleshooting flows and next-best actions.
Technical Expertise & Knowledge Management
Act as a process and product expert for B2C technical support.
Stay updated on product changes, service updates, outages, and policy revisions.
Support knowledge base updates and FAQs in coordination with Training and Quality teams.
Coaching & Performance Support
Conduct side-by-side coaching and on-the-spot feedback for agents.
Support new hires during

📌 Subject Matter Expert (Hyderabad)
🏢 UnifyCX
📍 Hyderabad