The Solutions Consultant plays a critical role in bringing the voice and perspective of contact center customers. As part of the Global Sales Engineering and Consulting Organization, the consultants contribute to the successful enablement of new customers to the platform and provide consulting services on contact center best practices to existing and potential customers.
This position also supports internal departments across the organization as a resource and Subject Matter Expert (SME) for hosted contact center, unified communications, workforce optimization and customer experience best practices.
Solution Consultants must have broad and deep expertise across the range of contact center management and operational methodologies, processes and best practices.
This position is integral for the overall success of the Sales Engineering as well as the Customer Success Organization and ensuring positive customer experience.
Support sales and project teams in identifying gaps and red-flag issues that could be barriers to successful implementations and / or put us at risk of not meeting our customer's expectations
Work collaboratively with customers contact center teams on projects providing change management support, facilitating sound decision-
making process, reviewing various options and considerations in system design, providing insight into the pros and cons of options, etc.
Provide post-implementation support through high quality, high value consulting services to customers, resellers, and employees supporting our brand image and building strong customer relationships.
Provide internal guidance and mentoring across all project functional areas i.e., call flow design, workforce management, quality monitoring and program designs, key metrics, and the unique dynamics of contact center operations.
Analyze customers' contact center reports, processes, and metrics to identify gaps and provide a roadmap of recommendations to migrate from current state to successful achievement of their strategic objectives.
Ensure customers realize maximum value from their investment by driving proper methodologies, processes, and best practices in all consulting engagements.
Strengthen credibility as a contact center expert by delivering presentations on contact center issues for consulting projects and representing the product to customers at industry conferences and events.
Professional consulting experience preferred.
Internal consulting and collaboration considered.
Previous experience in progressive roles of responsibility with contact center, VoIP or Telecommunications company or similar technology
Broad understanding of the contact or call center market