[Hiring] Contact Center Senior Advisor @World Wide Technology

Role Description

The Senior Contact Consultant will work with customers to review contact center operations and formulate plans to improve efficiencies, optimize operations, and enhance customer experience. This will include reviews of the following:

• Process workflows
• Call flows
• Contact Center Metrics
• Self-service applications
• Desktop applications
• CRM, IVR (Interactive Voice Response), and desktop integrations
• Multi-channel/Omni Channel routing strategies
• Quality Management and Workforce Management tools and processes
• Reporting

Additional responsibilities include:

• Conducting workshops for capturing business requirements, developing Contact Center operations strategy, and promoting solution adoption
• Collaborating with project teams to assist in the development of project plans
• Publishing blogs related to Contact Center Strategies and customer use cases
• Being the primary contact between WWT and customer from beginning to end of a project ensuring the team meets the customer's needs
• Demonstrating ability to carry out consulting activities, methodologies leading to comprehensive discovery, analysis and technical/business recommendations
• Exhibiting advanced communication skills, including business/technical writing and presentations
• Presenting in-depth technical solutions
• Driving to exceed customer and project goals
• Working successfully at all customer levels from C-level executives to end users
• Maintaining a positive customer service attitude
• Driving additional profitable growth within the accounts
• Developing relationships throughout the customer's organization to source new business
• Being responsible for the delivery of project work, on-going quality of the work, ensuring standards and delivery methodologies are being followed, and ensuring appropriate resources are available to meet the current and future demands of the project
• Participating with Sales during the sales process through Project Scoping Workshops (PSWs), presentations, solutions, and development of SOWs
• Providing the bridge between Sales and Professional Services as new opportunities are closed
• Demonstrating a proven record of accomplishment of customer focus, including the ability to foster long-term client relationships

Qualifications

• Minimum of 10 years of experience within a large scale, multi-site contact center, or complex delivery experience(s)
• Experience with two or more of the following contact center platforms:
  • Cisco Contact Center Enterprise
  • Genesys Pure Engage, PureCloud or Pure Connect
  • Avaya Aura
  • NICE InContact
  • Five9
• Experience with one or more of the following Workforce Optimization platforms:
  • NICE
  • Verint
  • Calabrio
• Travel 25% of the time

Requirements

• Advanced ability to present in-depth technical solutions
• Drive to exceed customer and project goals
• Positive customer service attitude

Benefits

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program