Position: Customer Experience Technical Lead Location: Remote Employment Type: Fulltime Technology / SaaS | Customer Experience | Support & Escalations Job Summary We are seeking a Customer Experience Technical Lead with 7-12 years of experience to lead technical support operations, customer escalations, and platform management within a SaaS environment. The ideal candidate will have expertise in CCaaS platforms (Cisco Webex Contact Center, Genesys Cloud), CRM systems (Salesforce, Zendesk), incident management, and API integrations while driving exceptional customer experiences.

Key Responsibilities

Lead Tier 3/Tier 4 technical escalations and major incident resolution. Manage and optimize CCaaS platforms including Cisco Webex Contact Center and Genesys Cloud. Administer CRM platforms such as Salesforce Service Cloud and Zendesk. Perform root cause analysis (RCA) and drive continuous service improvements. Monitor SLA, CSAT, FCR, and operational support metrics. Collaborate with Engineering, Product, DevOps, and Customer Success teams. Lead support automation initiatives using APIs, AI tools, and workflow automation. Mentor support engineers and improve technical support capabilities. Required Skills CCaaS: Cisco Webex Contact Center, Genesys Cloud, Amazon Connect CRM: Salesforce Service Cloud, Zendesk, Freshdesk ITSM: ServiceNow, JIRA, Confluence, ITIL Integrations: REST APIs, Webhooks, Postman Scripting: Python, JavaScript Analytics: Power BI, Tableau, Salesforce Dashboards Incident Management & Escalation Handling

Qualifications

Bachelor's degree in Computer Science, Information Systems, or related field. 7-12 years in Technical Support, Customer Experience, or SaaS Operations. Minimum 3 years in a Lead or Senior Support role. Experience managing P1/P2 incidents and customer escalations. Preferred Certifications Cisco Customer Experience Specialist Genesys Cloud Administrator/Developer ServiceNow ITSM ITIL 4 Foundation Zendesk Certified Support Administrator AWS Cloud Practitioner or Azure Fundamentals