Senior Customer Experience

We are seeking a Senior Customer Experience (CX) Engineering Lead to lead the design, implementation, and optimization of enterprise customer experience solutions for global clients. This is a hands-on leadership role for someone who can bridge business objectives, customer journey strategy, contact center operations, and technology delivery. The successful candidate will lead customer experience initiatives while partnering with engineering, operations, and business stakeholders to deliver measurable improvements in customer engagement, service quality, and operational efficiency.

Key Responsibilities
• Lead customer experience transformation initiatives across enterprise contact center environments.
• Translate business requirements into scalable customer experience solutions and operational improvements.
• Drive the design of customer journeys across voice, digital, chat, messaging, and self-service channels.
• Partner with engineering teams to ensure successful implementation of CX solutions and integrations.
• Facilitate discovery workshops, stakeholder sessions, and solution design discussions.
• Analyze customer experience metrics and identify opportunities for optimization.
• Support migration and modernization programs involving contact center and customer service platforms.
• Collaborate with operations teams on workforce management, quality management, and customer service improvement initiatives.
• Develop implementation roadmaps, delivery plans, governance models, and best practices.
• Provide leadership during testing, go-live activities, post-production support, and continuous improvement efforts. Required Experience
• 7+ years of experience in Customer Experience, Contact Center, Customer Service Technology, or Digital Transformation programs.
• Proven experience leading enterprise-scale CX initiatives.
• Strong understanding of customer journey mapping and service design principles.
• Experience working with contact center and CCaaS platforms such as Amazon Connect, Genesys, Cisco, Salesforce, Avaya, NICE, Five9, or similar technologies.
• Experience working directly with business stakeholders and executive leadership.
• Strong understanding of customer service operations and performance management.
• Experience managing complex cross-functional programs and stakeholder relationships.
• Excellent communication, presentation, and consulting skills.
• Fluent English communication skills. Preferred Qualifications
• Experience with customer analytics, voice of customer programs, CSAT, NPS, SLA, AHT, and operational performance metrics.
• Knowledge of workforce management, quality management, and customer engagement platforms.
• Experience in large-scale contact center transformation or migration programs.
• Familiarity with cloud-based customer experience platforms and omnichannel solutions.
• Consulting or professional services experience.
• Experience working with global or multinational organizations. Nice-to-Have
• Conversational AI and virtual assistant experience.
• Amazon Bedrock, Amazon Q, Amazon Lex, Claude, or similar AI platforms.
• Agent assist solutions and intelligent automation.
• Customer analytics, speech analytics, and sentiment analysis.
• Digital channels including chat, messaging, social, and self-service solutions. What Success Looks Like
• Improved customer experience outcomes and operational performance.
• Successful delivery of CX transformation initiatives.
• Strong stakeholder engagement and executive confidence.
• Adoption of modern customer engagement capabilities.
• Measurable improvements in customer satisfaction, efficiency, and service quality.