CX Business Consultant

Were seeking a results-driven CX (Customer Experience) Business Consultant to partner with clients in assessing, designing, and implementing customer experience solutions that drive measurable business value. This role requires strong expertise in customer journey mapping, digital transformation, and customer engagement strategies. The CX Business Consultant will collaborate closely with key stakeholders to identify opportunities for improvement and deliver actionable recommendations to enhance customer satisfaction and loyalty.

At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.

You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You’ll Enjoy It Here:

• Be Part of Something Big – A growing company where your contributions matter.
• Make an Immediate Impact – Support groundbreaking technologies with real-world results.
• Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
• Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
• We Care – Integrity, empathy, and purpose guide every decision.

We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Responsibilities

• Collaborate with clients to understand business objectives and customer experience challenges.
• Conduct comprehensive CX assessments, including customer journey mapping, Voice of the Customer (VoC) analysis, and operational reviews.
• Develop and recommend customer-centric strategies to optimize engagement, satisfaction, and retention.
• Provide subject matter expertise on CX best practices, industry trends, and emerging technologies.
• Partner with cross-functional teams to design and implement CX solutions, including omnichannel experiences and personalized services.
• Facilitate workshops, presentations, and stakeholder interviews to gather insights and align strategies.
• Establish KPIs and performance metrics to evaluate the effectiveness of CX initiatives.
• Support change management efforts and ensure successful adoption of CX strategies.
• Prepare and deliver reports and presentations to clients, stakeholders, and executive leadership.

Qualifications

• Bachelors degree in Business, Marketing, Information Technology, or a related field.
• 5+ years of experience in customer experience consulting, business analysis, or digital transformation.
• Strong knowledge of CX platforms such as Genesys, Microsoft, CCaaS, and CPaaS solutions.
• Experience with customer journey mapping tools and Voice of the Customer (VoC) programs.
• Excellent analytical, problem-solving, and communication skills.
• Proven ability to influence and engage stakeholders at all levels.
• Familiarity with project management methodologies, including Agile or Design Thinking.
• Experience working in a consulting or professional services environment.

Preferred Qualifications:

• Experience with Genesys AI-driven CX and contact center solutions including Genesys Cloud CX, Genesys Cloud EX, and AppFoundry Marketplace.
• Experience with AI-powered CX solutions and personalization technologies.
• Certifications in CX-related disciplines or platforms.
• Strong understanding of customer data platforms (CDP) and analytics.
• Background in change management and organizational transformation.