- Remote, India
- Remote
- Full-time · Senior
- 6–7 years
Architecting, implementing, and customizing the Customer Service Management (CSM) module to enhance service delivery capabilities.
Responsibilities
- Design and develop customized CSM Workspaces and Service Portals to meet specific business requirements.
- Lead end-to-end CSM implementation projects, including system configuration, customization, and deployment.
- Manage complex case lifecycles, ensuring accurate tracking and resolution through robust Case Management workflows.
- Configure and maintain entitlements and Service Level Agreements (SLAs) to guarantee compliance with service standards.
- Oversee Account and Contact Management structures to maintain data integrity and support customer interactions.