Job description
As a consultant in our growing Customer Engagement (CE) practice, you will help our clients leverage technology to deliver exceptional customer service and experiences. You will work on various projects throughout North America, contributing to the growth and success of our CE practice. You understand requirements, design, and implementation of contact center solutions, including voice and web self-service systems, contact center technology, and customer experience analytics. You thrive on delivering the best solutions for your clients.
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What you’ll do
- Design and configure CCaaS platform, document specific components, provide advice, training, and problem resolution throughout the setup and installation process of Cloud Contact Center software (Five9, Genesys Cloud, Nice InContact, etc.).
- Take a leadership role in implementing contact center solutions, including planning, installing, and testing.
- Work collaboratively on team or individual assignments to install and configure various CCaaS solutions.
- Continually learn new products and industry solutions.
What we’d like
- University or Associate degree – preferably in Computer Science, Information Systems, or equivalent.
- Experience with databases, including SQL query writing and Oracle and Microsoft SQL Server experience.
- Must be willing to travel up to 20% with some national and international travel possible. (Valid passport required.)
- Technical certifications are a plus.
- Minimum 3-5 years of consulting, technical knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, Web Services, and call center practices. Experience with WFO Applications is a plus
