Omnichannel & Customer Experience (CX) Architect

Designs seamless customer journeys integrating voice and digital touchpoints.

• Map and redesign customer journeys
• Define omnichannel engagement strategy
• Integrate CRM with call center systems
• Implement self-service (chatbots, IVR optimization)
• Define CX metrics (NPS, CSAT, CES)
• 8+ years in CX and digital transformation