Consultor Senior Contact Center

At Krimda, we are looking for a Senior Contact Center / Customer Experience Architect (CXA) to join a strategic project with one of our international clients in France. We are seeking a professional with strong experience in Customer Experience and Contact Center environments, capable of combining technical, functional, and consulting expertise to act as a trusted advisor for the client while contributing to the growth and success of the service relationship. What do we expect from you? 🚀 We are looking for someone with solid experience in Contact Center solutions, capable of understanding both the technological and business aspects of customer engagement platforms. The ideal candidate will be able to gather requirements, design solutions, coordinate initiatives, and act as a trusted advisor in complex and demanding environments. You should be comfortable working autonomously with clients, building strong relationships with different stakeholders, and providing a consultative approach that helps continuously improve service delivery. We highly value the ability to identify platform evolution opportunities and uncover new client needs that can contribute to the expansion of services. Excellent communication skills, customer orientation, coordination capabilities, and experience working with multidisciplinary teams in transformation and platform evolution projects will be key to success in this role. Requirements Must-have
• Proven experience with Contact Center solutions and technologies.
• Strong understanding of Customer Experience and Contact Center architectures, integrations, and related technology ecosystems.
• Experience gathering and analyzing both technical and functional requirements.
• Ability to engage effectively with both technical and business stakeholders.
• Experience coordinating technical initiatives and project activities.
• Professional-level French, with the ability to communicate fluently with clients.
• Professional-level English.
• Availability to work in a hybrid model based in Paris and travel when required. Nice to have
• Experience with Genesys solutions.
• Hands-on experience with Genesys Cloud.
• Knowledge of Google technologies and solutions related to Customer Experience and Contact Center environments.
• Experience in Contact Center modernization or transformation projects.
• Professional knowledge of Spanish. What will your responsibilities be? 🚀
• Gather technical and functional requirements from the client.
• Analyze business needs and translate them into Contact Center solutions.
• Advise clients on architecture, technology roadmaps, and industry best practices.
• Act as the main local point of contact and trusted advisor for the client in France.
• Coordinate service delivery and technical teams involved in the engagement.
• Monitor client requirements, commitments, and expectations.
• Identify risks, potential issues, and opportunities for service improvement.
• Ensure a positive customer experience throughout service delivery.
• Identify new business needs and collaborate with service and sales teams to drive growth opportunities.
• Represent the company before the client and contribute to strengthening long-term relationships.

Key Responsibilities
• Act as the local representative and trusted advisor for the client in France.
• Ensure seamless communication between the client, technical teams, and service managers.
• Drive continuous improvement across Contact Center solutions and associated processes.
• Identify future client needs and opportunities to expand service scope.
• Manage expectations, priorities, risks, and service commitments.
• Contribute to customer satisfaction and the development of a long-term strategic partnership. Keep reading

We offer
... 🤓
• Permanent position within a strategic international project.
• Hybrid working model based in Paris.
• On-site presence at the client’s offices at least one day per week (preferably two days).
• Participation in high-impact transformation and technology evolution initiatives.
• An international environment with direct client interaction.
• Autonomy and the opportunity to influence service evolution and client success.
• Collaboration with multidisciplinary teams specialized in Customer Experience.
• Career growth opportunities within strategic Digital Customer Experience programs. If you are a consultative professional with a passion for Customer Experience and extensive exposure to Contact Center environments, this is an excellent opportunity to join a high-visibility international project where you can make a real impact. We look forward to meeting you 🚀