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About the Role
We are seeking an experienced Customer Service / Contact Center Subject Matter Expert (SME) to lead strategic transformation initiatives, acting as the primary bridge between business and technology teams to deliver scalable, AI-enabled customer support solutions.
Responsibilities
- Conduct end-to-end assessments of existing support operations across voice, chat, email, social media, and self-service channels.
- Analyze customer journeys, support processes, SLAs, KPIs, and CX metrics to identify operational gaps, inefficiencies, and transformation opportunities.
- Benchmark current capabilities against industry best practices.
- Define future-state operating models and build phased transformation roadmaps covering process optimization, technology implementation, and CX improvements.
- Recommend modern technologies—including AI, automation, and agent-assist tools—to drive digital transformation.
- Prepare business cases, ROI analyses, and define success metrics for proposed solutions.
- Translate complex business requirements into functional, technical, and data specifications for engineering, AI/ML, and platform teams.
- Provide domain expertise for AI-driven initiatives such as predictive routing, sentiment analysis, intelligent knowledge management, and agent assistance.
- Facilitate workshops and requirement-gathering sessions to ensure alignment between business objectives and technical delivery.
- Present findings, recommendations, and transformation roadmaps to senior leadership.
- Collaborate with cross-functional teams to ensure the successful delivery of scalable, future-ready support solutions.
Requirements
- 12+ years of experience in Customer Support, Contact Center, CX Transformation, Product Management, or Technology Consulting.
- Proven track record of delivering Contact Center/Customer Support transformation programs and enterprise platform implementations.
- Hands-on experience with Contact Center platforms (e.g., Genesys, Salesforce Service Cloud, NICE, Amazon Connect, Zendesk).
- Strong understanding of omnichannel support, Customer 360, contact center operations, and core KPIs (AHT, FCR, CSAT, NPS, SLA).
- Experience in solution consulting, requirements gathering, HLD/LLD review, system integration, and Agile delivery.
- Excellent stakeholder management, communication, and problem-solving skills.
- Japanese Language Skill
Skills
- AI
- Data-driven Customer Value Management (CVM)
- Personalized customer experiences
- Customer acquisition
- Customer retention
- Win-back strategies
- Ecosystem cross-selling
- Ecosystem up-selling
- Operational excellence
- Omnichannel support
- Customer 360
- Contact center operations
- KPI analysis (AHT, FCR, CSAT, NPS, SLA)
- Solution consulting
- Requirements gathering
- HLD/LLD review
- System integration
- Agile delivery
- Stakeholder management
- Communication
- Problem-solving
- AI-powered support
- Automation
- Agent Assist
- Knowledge Management
- Chatbots
- CRM integration
- Knowledge Base integration
- IVR integration
- Digital Channels integration
- Data Platforms integration
- Third-party enterprise application integration
- Cloud architectures
- API integration
- Microservices
- Security
- Enterprise solution architecture
Experience Level
- 12+ years of experience
Education Level
- MBA or Master’s degree in Business, Technology, or a related field (Preferred)
- Relevant certifications (Salesforce, Genesys, AWS/Azure, TOGAF, PMP, Scrum/Agile, or equivalent) (Preferred)
About the Company
- Our department drives customer and technology transformation through digitalization, AI, and data-driven Customer Value Management (CVM) platforms.
- We enable personalized customer experiences and accelerate acquisition, retention, win-back, ecosystem cross/up-selling, and operational excellence across retail, web, marketing, and customer support channels.