Customer Experience Specialist

Role Overview

Join LUZA Group, a Portuguese multinational, as a Customer Experience Specialist. Act on reformulating and evolving the NICE CX platform to improve customer experience in contact channels. Participate in functional and technical design of contact journeys, proposing optimizations to reduce customer effort and increase resolution.

What You Will Do

Raise, analyze, and implement improvements in contact flows, journeys, and processes. Develop, review, and implement changes in contact trees (IVR/URA), scripts, and business rules of the NICE platform. Validate functionalities, support integrated testing, and homologations before implementations in production.

Why It Might Be a Fit

Excellent analytical capacity, consultative profile, strong customer orientation, and ability to adapt to technological transformation environments. Experience in Customer Experience (CX) and omnichannel contact platforms, with NICE CXone certification a strong plus.

Requirements

• Experience in proven projects of Customer Experience (CX) and omnichannel contact platforms
• Practical experience with the NICE CXone (or equivalent NICE solutions) platform
• Knowledge in designing and maintaining contact flows
• Experience in architecture of URA (IVR) or digital channels, according to the specialty of the vacancy
• Knowledge in customer journeys and automation of contact
• Experience in gathering requirements from business areas
• Knowledge in integration between contact platforms and corporate systems
• Experience in functional testing, homologation, and implementation of solutions
• Ability to document processes, flows, and functional specifications

Benefits

• Wellhub
• OnHappy
• Sesc
• Flexible Schedule