? 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.
- Solid 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. #Hiring #CustomerSupport #ContactCenter #CustomerExperience #CXTransformation #Genesys #SalesforceServiceCloud #Customer360 #BangaloreJobs #HybridWork #NextGenIdentity

📌 Customer Support SME (Bengaluru)
🏢 NextGen Identity
📍 Bengaluru