[Hiring] Continuous Improvement Lead Consultant @EDCi

Role Description

The Continuous Improvement Lead Consultant will serve as a key component on EDCi’s Experience Sales team, taking ownership of strategic client accounts to perform continuous improvement consulting support. This role will closely interact with our sales account managers as well as our customers to help architect world-class solutions and enable our customers to achieve optimal business outcomes.

Responsibilities include:

• Providing white glove support for strategic EDCi clients.
• Performing project coordinator duties associated with utilizing engineering/AI resources.
• Leading client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments.
• Providing in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high-profile problem solving.
• Demonstrating and answering questions to clients related to our top contact center platforms.
• Staying on top of all things happening in contact centers.
• Quickly understanding and providing solutions for customer pain points.

Qualifications

• 1+ year experience in Genesys Cloud CX (Purecloud) technology.
• Genesys Cloud CX certification is a plus.
• Knowledge of telephony architecture and Genesys Cloud CX dependencies.
• Experience in delivering business operations and/or customer experience initiatives.
• Understanding of best practices for a service organization.
• Development experience and/or mindset.
• Excellent client service attitude and team focus.

Requirements

• Healthcare industry background (optional).
• Natural language bot flow development experience (optional).
• Leadership experience (optional).
• Business analysis experience or having been part of transformation projects (optional).
• Understanding of how budgets work along with how to creatively achieve strategic initiatives (optional).

Benefits

• Remote work from home.
• Paid holidays, vacation, and sick time.
• Bring Your Own PC Policy.
• Cell phone reimbursement.
• Casual dress.
• Funded training and certifications.
• Health, dental, and vision insurance.
• 401K match.
• And much more!