Experience Required: 10+ Years Location: Chennai Department: Customer Experience (CX) / IT Employment Type: Full-time Role Summary: We are seeking an experienced and strategic CX Lead to oversee the technical leadership and development of our Customer Experience (CX) application ecosystem. This role requires a combination of hands-on expertise, architectural thinking, team leadership, and strong collaboration with cross-functional teams to deliver high-performance, scalable CX solutions. Key Responsibilities: 1. Technical Leadership & Strategy Define and drive the technical vision for CX applications, ensuring alignment with overall business and IT goals. Lead architecture and design of new CX initiatives and enhancements. Evaluate and recommend technologies to improve scalability and performance. Enforce coding standards, best practices, and development guidelines. Contribute to long-term strategic planning and CX application roadmaps. 2. Team Leadership & Mentorship Lead and mentor a team of developers and technical professionals. Assign tasks, track progress, and offer constructive feedback. Conduct training sessions and promote knowledge sharing. Support recruitment and onboarding of new team members. 3. Application Development & Implementation Provide technical expertise in developing, configuring, and customizing CX applications (e.g., CRM, Contact Center platforms, WABA, Bot, Marketing Automation). Oversee seamless integration of CX platforms with enterprise systems. Ensure high-quality deliverables through code reviews and testing. Troubleshoot complex technical issues related to CX systems. 4. Collaboration & Communication Collaborate with business analysts, product owners, and infrastructure teams. Translate complex technical concepts for both technical and non-technical stakeholders. Actively participate in project meetings and provide timely updates. Liaise with vendors and third-party partners as needed. 5. Compliance & Security Ensure applications comply with internal security policies and regulatory standards. Support security assessments and address vulnerabilities proactively. Required Qualifications: Bachelor’s degree in Computer Science, Engineering, or a related field. 10+ years of experience in CX application development and implementation. Proven technical leadership and mentoring experience. Strong proficiency in CX platforms (CRM, Contact Center, WABA, Bots). Solid understanding of CRM, customer engagement, and marketing automation. Experience in system integrations (APIs, middleware). Programming knowledge in Java, JavaScript, PHP, or C#. Familiarity with databases (Postgres, NoSQL). Experience with agile development practices. Excellent problem-solving, communication, and interpersonal skills. Preferred Qualifications: Certifications in relevant CX platforms or technologies. Experience with cloud-based CX applications. Knowledge of DevOps tools and practices. Performance tuning and optimization of large-scale applications. Job Types: Full-time, Permanent Pay: ₹1,590,723.25 - ₹2,518,166.10 per year Benefits: Health insurance Provident Fund Schedule: Morning shift Supplemental Pay: Performance bonus Yearly bonus Application Question(s): How many years of experience in CX ? Any experience in CX applications (e.g., CRM, Contact Center platforms, WABA, Bot, Marketing Automation). What's your notice period? Work Location: In person