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cx consultant

Orange Business

<div>
 
 About Us
 
 
 
 Join us at Orange Business!
 
 
 We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
 
 
 Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
 
 
 
 About The Role
 
 
 
 The Senior CX Consultant has the responsibility of shaping the end to end customer journey, understanding the business and technical challenges and create the technical strategy and architecture. He/she is supporting the sales and pre-sales teams to define relevant solutions aligned with customer business and technical requirements. He/she has an end-to-end expert understanding of Customer experience tools and eco-System and can consult customers on picking up the right tools and architecture for their business requirements. The CX consultant has good understanding of business and technical domains and can be the bridge between them.
 
 
 The Senior Consultant builds a trusted relationship with the relevant customer peers in his domain. He/she is taking responsibility of collecting customer business and technical requirements, translating them into an architecture and a technical strategy, evaluating the required consulting effort and delivering as required.
 
 
 
 Job Duties
 
 
 
 <ul>
 <li>
 Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey.
 </li>
 <li>
 Identify the use cases and the integration strategies of Bots, AI tools, Sentiment or Voice Analytics as well as the CRMs.
 </li>
 <li>
 Become client trusted advisor and contribute to customer Digital Transformation.
 </li>
 <li>
 Develop CX roadmap and technical mappings for the next gen Customer Experience.
 </li>
 <li>
 Recognize and assess client key business drivers and challenges.
 </li>
 <li>
 Articulate service strategy (refine, refresh, change, optimize, &hellip;) in the relevant digital domain.
 </li>
 <li>
 Engage and partner with customers to jointly develop the architecture matching requirements and constraints.
 </li>
 <li>
 Produce customized architecture standards.
 </li>
 <li>
 Produce complex design documents.
 </li>
 <li>
 Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring, &hellip;).
 
 
 </li>
 </ul>
 
 About You
 
 
 
 Very strong technical knowledge and/or experience in Customer Experience and the IT Eco-System.
 
 
 
 Contact Center And CX Related Services
 
 
 
 <ul>
 <li>
 Expert level knowledge and hands on experience of in one or multiple of the following Contact Center solutions, TalkDesk, Genesys, NiceIn Contact.
 </li>
 <li>
 Expert level knowledge and hands on experience in one or multiple of the following:
 </li>
 <ul>
 <li>
 VoiceBot and VoiceAnalytics (e.g. Nuance, Nexidia etc&hellip;)
 </li>
 <li>
 Sentiment Analytics
 </li>
 <li>
 Predictive Engagement
 </li>
 <li>
 AI/Bots (Google, Amazon, KorAI)
 </li>
 </ul>
 <li>
 Hands on experience with integration of CRM tools such as SAP, Sales Force, MS Dynamics.
 </li>
 <li>
 Experience with Workforce Management and related tools.
 </li>
 <li>
 Contact center organization and operation to be able to understand customer needs and translate them into a high level design
 </li>
 <li>
 Good understanding of the RPA,AI solutions
 
 </li>
 </ul>
 
 Other Skills And Experience
 
 
 
 <ul>
 <li>
 Effective customer senior management communication.
 </li>
 <li>
 Ability to handle complex situations (internal and customer facing).
 </li>
 <li>
 Expert level in the integration and implementation of at least one specific digital domain (to be listed according to requirements)
 </li>
 <li>
 Advanced level in one or more digital domain(s).
 </li>
 <li>
 Strong technical skills around telecommunications/IT solutions and services in general / university degree in Communications systems/or Computer Science or equivalent.
 </li>
 <li>
 Minimum of 10 years related work experience in customer facing organizations within the ICT and CX industry (channels, local representations working directly with customer IT management).
 </li>
 <li>
 Proven track record in driving and positioning security technical strategy to customers&rsquo; needs at senior IT/CxO level.
 </li>
 <li>
 Fluent in English
 </li>
 <li>
 Understand market trends, technical and business issues associated with the CX/CC industry.
 </li>
 <li>
 Must have consultancy and service delivery experience in the CX industry.
 </li>
 <li>
 Program and/or project management skills are a plus.
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
 </li>
 <li>
 Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
 </li>
 <li>
 Professional Development: training programs and upskilling/re-skilling opportunities.
 </li>
 <li>
 Career Growth: Internal growth and mobility opportunities within Orange.
 </li>
 <li>
 Caring and Daring Culture: Health and well-being programs and benefits, diversity &amp; inclusion initiatives, CSR and employee connect events.
 </li>
 <li>
 Reward Programs: Employee Referral Program, Change Maker Awards.
 
 
 </li>
 </ul>
 
 Only Your Skills Matter
 
 
 
 Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
</div>

CX Consultant

Tabby | تابي

<div>
 
 
 Department:
 
 Training and Quality
 
 
 
 Location:
 
 Egypt
 
 
 
 
 Description
 
 
 
 
 Role Overview
 
 
 We&rsquo;re on the lookout for an Instructional Designer who can turn complex product changes into crystal-clear, agent-friendly training. You&rsquo;ll work closely with Product, CX Ops, and Training teams to ensure agents are prepared for new features, policy changes, and process rollouts. This role is a critical bridge between Product Readiness and training content execution.
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 What You&rsquo;ll Be Doing
 
 <ul>
 <li>
 Break down product updates and processes into simple, scannable, and engaging learning content (think slides, facilitator guides, eLearning, job aids, quick videos, walkthroughs).
 </li>
 <li>
 Partner with the Product team to stay ahead of upcoming releases and turn feature changes into digestible training content.
 </li>
 <li>
 Co-create with Trainers and SMEs to make sure learning is accurate and practical.
 </li>
 <li>
 Create engaging and clear training materials in line with our tone, tools, and branding.
 </li>
 <li>
 Keep the Content library and training materials tidy, consistent, and aligned with our voice and tools.
 </li>
 <li>
 Use feedback, quiz scores, and QA data to improve and iterate quickly.
 </li>
 </ul>
 
 
 Ramp-Up Expectations
 
 
 
 
 We recognize that learning our tools, culture, and agent landscape takes time. Here's what the ramp-up will look like:
 
 
 <ul>
 <li>
 
 Month 1:
 
 Get to know our products, agent workflows, tools, and tone. Shadow live sessions, training sessions, product demos, and knowledge syncs.
 
 
 </li>
 <li>
 
 Month 2&ndash;3:
 
 Start co-owning content pieces, especially those tied to upcoming product changes. learning projects alongside our in-house IDs or trainers.
 
 
 </li>
 <li>
 
 Month 4+:
 
 Take the lead on full content projects &mdash; from brief to delivery &mdash; and become the go-to for anything instructional design in agent education.
 
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 
 Skills, Knowledge &amp; Expertise
 
 <ul>
 <li>
 Excellent written
 
 English and Arabic
 
 with ****strong editing, formatting, and structuring skills
 </li>
 <li>
 At least
 
 1 year in instructional design
 
 and eLearning creation.
 </li>
 <li>
 
 Hands-on experience with tools
 
 like Figma, Canva, Articulate Rise/Storyline, Google Slides, and LMS platforms.
 </li>
 <li>
 Able to turn raw inputs (Slack threads, Notion docs, product specs) into structured learning content.
 </li>
 <li>
 Strong
 
 writing and visual storytelling skills
 
 &mdash; you know how to make complex things sound simple.
 </li>
 <li>
 Comfortable
 
 working cross-functionally
 
 &mdash; especially with Product, Tech, and Ops teams.
 </li>
 <li>
 Detail-oriented and process-driven, with the ability to maintain consistency and quality under pressure
 
 
 </li>
 <li>
 
 Preferred Qualifications
 
 <ul>
 <li>
 
 2+ years
 
 overall in L&amp;D, CX enablement, or content design (minimum 1 year in instructional design).
 </li>
 <li>
 Bonus if you&rsquo;ve worked in
 
 CX, product, or tech startups
 
 .
 </li>
 <li>
 Experience with knowledge bases (like Notion, Zendesk, Helpjuice).
 </li>
 <li>
 Experience collaborating with training, QA, compliance, or product teams
 </li>
 <li>
 Experience supporting
 
 multilingual teams
 
 or agents with limited English proficiency is a plus.
 
 </li>
 </ul>
 </li>
 </ul>
</div>

Instructional Designer

Foundever

<div>
 
 About Foundever &trade;
 
 
 
 Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +750 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
 
 
 
 Job Summary
 
 
 
 A Conversational Designer for Chatbots and Voicebots is responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces. Their role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs. He/She is in charge of designing the conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally. They work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design. Additionally, they analyze conversation data to identify patterns, improve responses, and enhance overall resolution, user satisfaction and KPIs.
 
 
 
 
 Duties and Responsibilities
 
 
 
 
 Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer experience to reach the outcomes
 
 
 Realize the assessment and conversational AI strategy
 
 
 Balance choices of technology (CAI/GEN AI, translation) to achieve CX outcomes in collaboration with project manager for alignment with budget validated by the client.
 
 
 Responsible for building conversational scenarios and flows
 
 
 Build proto persona, bot persona and tone of voice and make voice proposal fitting with the brand expectation for Voicebots
 
 
 Copywriting of the bot prompts
 
 
 Integration of flows on Cognigy in partnership with developer
 
 
 Elaborate bot testing phases, UX improvement, and bot training
 
 
 Participate actively in the KPI analysis, roadmap and continuous improvement of the bot
 
 
 The conversational designer is also in charge of the bot training and gen AI knowledge base reinforcement
 
 
 Enable the AI trainer to handle intent matching, lexicons, training questions and helps with the analytics evaluations. They should be in direct communication with the conversation designers or developers as they need to understand how the architecture of the agent works to improve the NLU. And they should also be able to detect when users are dropping off and evaluate options if anything needs to be adjusted within the conversation design
 
 
 Elaborate and maintain in time conversational flows architecture (Miro / X mind)
 
 
 Elaborate and integrate conversational content based on text
 
 
 <li>
 
 
 </li>
 Brief the Creative Lead in case of visual content needs for Chatbots and ensure creative production is fully aligned with the brief
 
 
 Interact with tech/dev when integration and/or code is required to deliver the experience targeted
 
 
 Manage testing: adjust testing protocol model to the project, realize on-going testing of the experience built, identify testers, brief and coordinates testing with the project manager. Consolidate testing feed-back and integrate iterations with tech/dev.
 
 
 Adjust the testing material for client tests
 
 
 Consolidate test feedback under the supervision of Project Manager
 
 
 Integrate iterations asked by the client
 
 
 Contribute to the KPI analysis and make recommendations for improvement in run phase
 
 
 Integrate changes or evolutions validated by the client during the run
 
 
 Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI.
 
 
 
 Qualifications
 
 
 
 Must have:
 
 
 Experience in technical Team and Project Management&mdash;with a proven track record of delivering multi-national medium/ large-scale BOT/ Conversational AI solutions with a minimum of 3-5 years of experience.
 
 
 Strong understanding of conversational UX and specificities of each channel: chat or voice.
 
 
 Strong understanding of Natural Language Processing
 
 
 Ability to take advantage of Gen AI capabilities and integrate it in conversational design when required
 
 
 Understanding of LLM functioning and RAG to optimize content for Knowledge AI content preparation for Generative AI = prompt engineering capabilities
 
 
 Deep understanding and analysis of CAI KPIs
 
 
 Perfect written and verbal communication
 
 
 Fluent in written and spoken English and German (C1 level minimum).
 
 
 
 Nice To Have
 
 
 
 A master's degree in UX design / conversational design or equivalent work experience
 
 
 Proficiency in Portuguese, Spanish, German, French or any other EU language.
 
 
</div>

Conversational Designer - Fluent in German & English

Telda

<div>
 
 Job Overview:
 
 
 As a Team Leader, you will lead a team of agents, ensuring that they meet performance standards and effectively serve clients. You will be responsible for developing your team's skills, providing mentorship, and managing the team's overall performance. The role involves coordinating with both internal stakeholders and clients to ensure alignment with business goals and performance expectations.
 
 
 
 <ul>
 <li>
 Provides regular supervision and mentorship over subordinate staff
 </li>
 <li>
 Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
 </li>
 <li>
 Facilitates daily agent coaching and development sessions in both written and verbal format
 </li>
 <li>
 Participates in client related activities to include client calibration sessions and project planning
 </li>
 <li>
 Identify and address agent training needs
 </li>
 <li>
 Manage team&rsquo;s time entry to ensure 0% discrepancy rate
 </li>
 <li>
 Manage program specific performance standards (i.e. AHT, Quality Scores, CSAT, ART, FCR, etc.)
 </li>
 <li>
 Manage financial implications of attrition and attendance by maintaining program-specific goals
 </li>
 <li>
 Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
 </li>
 <li>
 Completion of weekly Team Manager Scorecard for review with CX-Manager
 
 
 
 
 
 </li>
 </ul>
 Other Related Duties
 
 
 
 <ul>
 <li>
 Diffuse irate customer calls as applicable
 </li>
 <li>
 Provide agent support via handling escalated calls, as needed
 </li>
 <li>
 Maintain up-to-date employee files and documentation
 </li>
 <li>
 Ensure high level customer service is being practiced by all subordinate staff
 
 
 
 
 
 </li>
 </ul>
 Bachelor&rsquo;s degree required.
 
 
 1-3 years of experience as a Team Lead.
 
 
 Proven Experience is a must.
</div>

Customer Experience Team Leader

inSylos

<div>
 
 
 Position:
 
 Appointment Setter / Sales Development Representative (GCC Market)
 
 
 
 Location:
 
 Zahraa Al Maadi, Cairo, Egypt
 
 
 
 Work Schedule:
 
 Monday to Friday, 10:00 AM &ndash; 7:00 PM (Cairo Time)
 
 
 About the Role
 
 
 inSylos is expanding its global sales operations and is hiring
 
 Appointment Setters (Sales Development Representatives)
 
 to support a
 
 U.S.-based investment account
 
 .
 
 
 
 
 
 This is an
 
 entry-level telesales position
 
 designed for ambitious professionals who want to start or advance their career in international sales.
 
 
 
 
 
 You&rsquo;ll connect with investors and business professionals across the GCC region, introduce qualified opportunities, and schedule meetings for our Business Development team.
 
 
 
 
 
 We&rsquo;re looking for clear communicators &mdash; whether you&rsquo;re fluent in
 
 English
 
 ,
 
 Arabic
 
 , or both.
 
 
 
 Key Responsibilities
 
 <ul>
 <li>
 Make outbound calls and send emails to potential prospects across Gulf markets.
 </li>
 <li>
 Identify qualified leads and set appointments for the Business Development team.
 </li>
 <li>
 Maintain organized records in the CRM and meet daily activity targets.
 </li>
 <li>
 Learn and follow structured scripts and outreach playbooks.
 </li>
 <li>
 Report progress to team leaders and contribute to performance improvements.
 
 </li>
 </ul>
 
 Requirements
 
 <ul>
 <li>
 Excellent communication skills in
 
 English and/or Arabic
 
 (bilingual is a plus).
 </li>
 <li>
 0&ndash;3 years of experience in telesales, inside sales, or customer engagement.
 </li>
 <li>
 Confident phone presence with a polite, professional tone.
 </li>
 <li>
 Self-motivated, disciplined, and eager to learn.
 </li>
 <li>
 Based in
 
 Cairo
 
 and available for
 
 full-time office work
 
 .
 </li>
 <li>
 Comfortable working
 
 Monday&ndash;Friday, 9 AM&ndash;6 PM (GCC Time)
 
 .
 
 </li>
 </ul>
 
 What We Offer
 
 <ul>
 <li>
 Competitive base salary + performance incentives.
 </li>
 <li>
 Structured training, scripts, and coaching from experienced leaders.
 </li>
 <li>
 Exposure to international projects and global clients.
 </li>
 <li>
 Clear career growth path toward senior SDR and Business Development roles.
 </li>
 <li>
 Professional work environment in Zahraa Al Maadi.
 
 </li>
 </ul>
 
 About inSylos
 
 
 inSylos is a tech-enabled sales and CX outsourcing company that builds high-performance teams for global clients across investment, real estate, and SaaS industries.
 
 
 
 How to Apply
 
 
 Apply via our LinkedIn job post or send your CV to
 
 people@insylos.com
 
 
 
 with the subject line:
 
 
 
 &ldquo;Appointment Setter &ndash; GCC Market&rdquo;
 
 
</div>

Appointment Setter / Sales Development Representative (GCC Market)

Air Liquide

<div>
 How will you CONTRIBUTE and GROW? The Order Management Specialist will respond to customer inquiries in a timely and empathetic manner. also Identify the customer needs and provide solutions or recommendations. You will document and escalate customer feedback to relevant departments, Collaborate with team members to improve overall customer service and satisfaction and conduct follow-ups with customers to ensure their issues are resolved. Managing incoming calls &amp; messages through all provided communication channels.Manage the customer Orders effectively and efficiently: Ensure Accuracy and reliability of the daily and fixed orders. Monitor customer consumption and regularly review the fixed plan by the coordination with the customer, logistics and sales to ensure the plan effectiveness. Reduce Returned quantity, Undelivered quantity &amp; Emergency orders through the coordination between customer, sales and logistics teams. Responsible to maximize the good utilization of company resources. Ensure that the customer receives the order delivery confirmation after the logistics team feedback. Ensure effective handling of emergency orders. Deliver superior customer experience to all customers (both internal and external): Coordinate with all departments and CX team to ensure all customer (internal and external) requests are closed within the agreed duration and SLA. Ensure all customer's feedback are communicated and follow up on the actions required. Report any customer complaint immediately and ensure the correction action is taken Immediate reporting for any block point that affects the customer's order. ___________________Are you a MATCH? Education Level Bachelor degree, Business, logistics or planning background preferred. Experience Level
 
 
 Up to 3 years experience in customer experience management. Fresh Graduates are welcome to apply. Competencies
 
 
 Customer service orientation
 
 
 Excellent communication skills
 
 
 Excellent business English (oral and written) Motivated learner Time Management and organization skills Multitasking Must be reliable, adaptable and detail oriented Ability to effectively work in a team environment Analytical and problem solving skills
 
 
 Our Differences make our Performance At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
</div>

Order Management Specialist

Lazura Developments

<div>
 
 
 Company Description
 
 
 
 
 
 We suggest you enter details here.
 
 
 
 
 
 
 Role Description
 
 
 
 
 
 This is a full-time on-site role located in Cairo for a Real Estate Consultant. The Real Estate Consultant will be responsible for assisting clients in buying, selling, and renting properties. Tasks include advising clients on prices, mortgages, and market conditions, promoting properties through advertisements, and negotiating terms and conditions to close transactions. Additionally, the consultant may conduct training sessions to improve the skills and knowledge of associates.
 
 
 
 
 
 
 Qualifications
 
 
 
 
 <ul>
 <li>
 Real Estate and Real Property expertise
 </li>
 <li>
 Sales and Negotiation skills
 </li>
 <li>
 Experience in conducting Training sessions
 </li>
 <li>
 Strong communication and interpersonal skills
 </li>
 <li>
 Ability to work independently and handle multiple responsibilities
 </li>
 <li>
 Bachelor's degree in Real Estate, Business Administration, or related field
 </li>
 <li>
 Experience in the Cairo real estate market is a plus
 </li>
 </ul>
</div>

Real Estate Consultant

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