Position Summary
□    Support Concentrix and its clients in identifying, evaluating, and implementing technology-driven transformation initiatives that improve customer experience, operational efficiency, and business performance.
□    Work closely with clients, operations, account teams, and technology partners to assess business challenges, identify improvement opportunities, and recommend practical AI, automation, and CX solutions.

Key Responsibilities
Transformation & Consulting

• Support process assessments and identify opportunities for operational improvement.
• Conduct Process Discovery and Customer Journey Mapping workshops.
• Develop business cases and transformation roadmaps for clients.
• Support consulting engagements and business reviews.

Technology & Innovation

• Evaluate AI, automation, analytics, and CX technology solutions available in the market.
• Recommend solutions that align with client business objectives and operational requirements.
• Support Proof of Concept (POC) activities and solution deployments.
• Monitor solution performance and identify optimization opportunities.

Client & Business Support

• Support pre-sales discussions, client presentations, and solution demonstrations.
• Develop ROI models and business justification for proposed solutions.
• Work with delivery, account management, and sales teams to drive business growth.
• Provide training and knowledge-sharing sessions related to emerging technologies.

Required Qualifications

• 3-5 years of experience in one or more of the following areas:
  • CX Transformation
  • Contact Center Operations
  • Technology Consulting
  • Business Process Improvement
  • Automation or AI Solution Implementation
• Strong understanding of:
  • Customer Experience (CX)
  • Contact Center operations
  • Process Improvement methodologies
  • Customer Journey Mapping
• Experience evaluating and implementing technology solutions.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Fluent in Korean and business-level English.
• Willingness to travel up to 25%.

Preferred Qualifications
•    Experience with AI-enabled solutions such as Chatbots, Voicebots, Agent Assist, Knowledge Management, and Automation platforms.
•    Experience with CCaaS, CRM, WFM, Analytics, or Workforce Optimization solutions.
•    Knowledge of Generative AI platforms such as ChatGPT, Claude, Gemini, or Copilot.
•    Experience working in a BPO or Contact Center environment.