Job Purpose:

The Contact Center Business Consultant will meet with CCaaS customers to assist with analyzing data and implementing business, contact center processes that elevate their unique business. The candidate will have experience running medium to large inbound and outbound contact centers and be comfortable with various CCaaS solutions. The candidate will need a strong understanding of operational workflows, reporting systems, and various contact center solutions; they will be tasked with solving complex technical issues.

Essential Functions:

• Manage the strategic Contact Center goals for multiple customers; effectively communicate plans, progress, and status both internally and to Customer organizations
• Assist customers with Contact Center reporting in a wide array of configurations and customer environments, including Workforce Management Solutions, Power BI, etc..
• Partner with Customers to optimize their call center solutions
• Articulate the value of CBTS Services through presentations, demonstrations, and open discussion with customers and potential customers
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
• Develop materials in line with the specific sales and/or services opportunity requirements
• Manage tactical and operational escalations for customers
• Develop and present customized presentations that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps
• Assist Architects and Build Engineers to ensure successful deployments

Education:

Four years of College resulting in a Bachelor's Degree or equivalent

General Work Experience:

Over 10 years

Previous Work Experience:

• 10+ years of related experience in the Contact Center industry, preferably working with multiple internal or external customers
• Experience with multiple Contact Center solutions (Genesys, Cisco UCCX - E, Five9, Calabrio, Verint, NICE, etc..)

Special Knowledge, Skills and Abilities:

• Strong project management, and client management skills
• Process management experience, must demonstrate the ability to build efficiencies and optimize programs
• Ability to identify and resolve Contact Center related technical issues
• Practical understanding of VoIP applications and principles
• Strong knowledge of PBX, ACD, CTI, IVR, and other call center related technology
• Outstanding customer verbal and written communication skills
• Excellent time management skills, including managing multiple client implementations and sales activities simultaneously
• Must be entrepreneurial, able to work with little supervision, and complete projects
• Demonstrated technical problem-solving proficiency
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Understanding of basic scripting fundamentals
• Broad knowledge of multiple business verticals (Healthcare, Government, Transportation, Retail, etc..)
• Practical understanding of VoIP applications and principles
• Ability to travel in the US and Canada

Supervisory Responsibility:

No supervisory responsibility

Work Environment:

• Home, Office, 25% Travel