[Hiring] Contact Center Sr. Advisor @World Wide Technology Healthcare Solutions

Role Description

We are looking for a Senior Contact Consultant to join our Enterprise Solutions & Architecture team within Infrastructure Services (IS).

You will be working on exciting infrastructure driven projects for Fortune 500 customers across all verticals. Our global infrastructure planning and deployment services deliver thousands of projects each year.

• 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
• Conduct workshops for capturing business requirements, developing Contact Center operations strategy, and promoting solution adoption.
• Collaborate with project teams to assist in the development of project plans.
• Publish blogs related to Contact Center Strategies and customer use cases.
• Act as the primary contact between WWT and the customer from beginning to end of a project ensuring the team meets the customer's needs.
• Demonstrated ability to carry out consulting activities, methodologies leading to comprehensive discovery, analysis and technical/business recommendations.
• Advanced communication skills, including business/technical writing and presentations.
• Advanced ability to present in-depth technical solutions.
• Drive to exceed customer and project goals.
• Demonstrate ability to work successfully at all customer levels from C-level executives to end users.
• Positive customer service attitude.
• Drive additional profitable growth within the accounts.
• Develop relationships throughout the customer's organization to source new business.
• Responsible for the delivery of project work, ongoing quality of the work, ensuring standards and delivery methodologies are being followed, and appropriate resources are available to meet the current and future demands of the project.
• Participate with Sales during the sales process through Project Scoping Workshops (PSWs), presentations, solutions, and development of SOWs.
• Provide the bridge between Sales and Professional Services as new opportunities are closed.
• 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

• Ability to carry out consulting activities leading to comprehensive discovery, analysis, and technical/business recommendations.
• Advanced communication skills, including business/technical writing and presentations.
• Demonstrated ability to work successfully at all customer levels from C-level executives to end users.
• Positive customer service attitude.
• Drive additional profitable growth within the accounts.

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.