POSITION OBJECTIVE
As a Technology Consultant, you will be instrumental in guiding our clients through their contact center technology strategy and solving complex challenges related to Contact Center Technology. Your partnership with clients will ensure their success and positive transformation.
As a member of our Technology Delivery Group, you will tackle intricate technical problems through various activities, including data analytics, migrations, assessments, and root cause analysis. You will compare platforms, select solutions, and assist in the implementation of diverse systems. This role allows you to operate independently with clients and collaborate effectively within a team environment.
You will continuously research topics to achieve expert-level competency, identify new project opportunities, manage timelines, participate in planning, and provide overall Contact Center Technology expertise. Additionally, you will support other Consultants and Analysts, offering feedback after client meetings and calls.
CRITICAL SUCCESS BEHAVIORS
· Understands the contact center environment and key levers to enhance performance and meet client and financial objectives
· Communicates clearly and effectively, both in writing and verbally
· Organized, with the ability to prioritize objectives independently, identify issues, and create and execute effective solutions
· Confidently presents technological solutions to clients in an articulate manner
· Continually assesses existing solutions and formulates strategies for transformation
· Works collaboratively with diverse groups, demonstrating strong team-player attributes
· Delivers expert knowledge of IVR flows, identifying improvements and best practices within Contact Center Technology systems
QUALIFICATIONS
The ideal candidate MUST possess:
· Full scope knowledge of IVR systems
· Minimum of 8 years of Business Process Outsourcing (BPO) experience, including at least 5 years in a CCaaS or technology-related role
· Experience with database integrations and exposure to relevant technologies
· Proven CCaaS implementation experience
· Expertise in multiple leading CCaaS solutions, preferably:
o NICE InContact (Preferred)
o Genesys
o Five9
o RingCentral
The ideal candidate would typically have:
· Either Salesforce admin, configuration, and integrations skills or Database Administrator (DBA) experience
· Passion for AI enablement and where to use it
· Prior leadership experience in relevant fields
· Have experience and/or qualifications in Lean/Six Sigma or other process improvement methodologies
· Thrive in fast-paced environments with evolving priorities and goals
· Be proficient in call center metrics and understand how they drive performance
· Demonstrate the ability to work cooperatively in a team to achieve common goals
