The CC/CX Update - Volume 32

Hi Everyone,

We are just a few weeks away from the end of 2023 and in the final edition of the year on December 13th when I'll be doing a full review of the recruitment trends, most in demand skills and hottest jobs of the calendar year whilst giving my advice for securing your dream role in 2024. Before that though I'll have the UK Call and Contact Centre Expo Special on Nov 30th and a fantastic interview with a former CX leader at a hugely respected retail brand. So many reasons to hit that subscribe button up there top right!

Also we have a partner YouTube channel with all my interviews from 2022/23 and LinkedIn hints and tips, click the link below to check it out.

The CC/CX Update YouTube Channel

Lets dive in!

Current Recruitment Trends

• Sign off the times. That's right it's a very early pun this edition, I'm sorry. It is Sign Off season though and new projects are being lined up for December and January to improve customers CX technology for 2024. This means a lot of new vacancies are coming onto the market but, and its a big but, they could disappear quickly again if sign off is not achieved. If you're applying for jobs make sure you understand the NEED behind the role and whether it hinges on Sign Off. It it does then steel yourself for the opportunity to vanish like the autumn leaves once December rolls around
• Operational investment. 2023 has seen big investment in professional services, R&D, sales and account success already. So now it makes sense that companies are needing to complete the circle and invest in their operational teams to support all these new heads and projects. I would expect an uplift in Legal, HR, L&D and Finance roles over the coming months. Perhaps we might even see some new internal TA roles become available which would be welcomed by many
• Entry Level Recruitment. Graduate recruitment continues to be a conversation for 2024. If you know someone going through a computer science (or similar) degree at the moment, advise them to spend some time looking at CX technology and particulalry the implementation of AI in the customer experience
• Downsizing. Over the last few months I have spoken to a lot of candidates that have spent their careers with FTSE 250/BlueChip employers and are now looking for a career within smaller partners, SIs or MSPs. They are looking for agility of decision making, clear vision, stability within teams and investment in the right products. This will create the disruptive SMEs of 2024/2025 that will be part of the next wave of M&A by the big players.

Hot Skills in Demand

• Genesys Cloud solutions consulting
• Product Management/Leadership
• Genesys Cloud architecture
• CX Sales Trainers

• Genesys Cloud Support

Events

29th - 30th November - The Call & Contact Centre Expo - London, ExCel

NB: I'll be attending on the 29th so contact me if you want a coffee

Register Here

Nov 27th - 1st Dec - AWS re:Invent - Las Vegas, NV

Register Here

4th-5th Dec - CX UK Exchange - London, UK

Register Here

5th-9th Feb - Cisco Live - Amsterdam, Netherlands

Register Here

News

Last edition I mentioned that I was organising interviews for the CC/CX Update in 2024 and I'd like to say thank you to those people that have come forward with some interesting and challenging content we can film together. However I still have plenty of room for contributors for next year so if you have the seed of an idea that you'd like to discuss and perhaps take part later in the year then please get in touch with me.

Hot Jobs

AI/CX Product Manager - UK

Cloud & Voice Technical Support - CCaaS UK

Genesys Cloud Pre-Sales Solutions Architect

Senior Genesys Cloud Engineer - Toronto

Genesys Cloud Engineer - EEA

Genesys Chatbot Engineer - UK

Senior Genesys Cloud Technical Support Engineer - UK

Reporting Accountant - UK

As always thank you everyone for reading, commenting, sharing and subscribing!

The CC/CX Update YouTube Channel