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Company

C1 · 1 day ago

Solutions Consultant

United States

Full-time

Remote

Entry, Mid Level

$60K/yr - $120K/yr

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Call CenterInformation Technology

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Responsibilities

Provides design services on new and/or existing customer projects

Performs audits of Client’s current contact center environment

Conducts Discovery and Capability sessions with Clients and collaborates with them to understand their mission, environment, and brand

Consults with Client regarding best practices and options within the proposed solution platform

Assists Clients with design for the new system, including collecting and documenting information for users, workgroups, and call flow configuration

Collaborates with the ConvergeOne Engineer prior to and during the Configuration phase

Provides cutover/go-live support and assists in troubleshooting efforts

Participates in Client and internal project meetings as related to designing, testing, and training phases; schedules meetings, creates agendas and presentations

Consults with Client regarding agent scorecards and customer surveys

Provides consulting on solution optimization and roadmaps to solve customer problems and achieve customer solution objectives.

Assists and supports Project Managers in project planning and facilitating Client’s understanding of their project responsibilities, requirements, tasks, and action items

Develops, updates, and maintains implementation deliverables, work products and other documentation

Participates in internal projects that enhance the quality and/or efficiency of company implementation and/or support services

Assumes Application Consultant role on projects as needed

Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase

Coordinates the Training phase, to include training material development, scheduling of training sessions, and training room requirements

Conducts Train the Trainer and/or End-User training, including client applications and voicemail

Qualification

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Contact Center SoftwareContact Center MetricsContact Center DesignMicrosoft OfficeGenesys CertificationsData NetworkingQuality Assurance TestingTraining Development

Required

Intermediate knowledge of contact center software solutions

Intermediate understanding of contact center metrics

Experience working in and/or designing a contact center

Proficient in all Microsoft Office products, including Outlook, Word, Excel, PowerPoint, Visio, and SharePoint

Preferred

2-Year College degree in data networking or equivalent industry experience

Interaction Center Certified Engineer (ICCE), Genesys Certified Associate (GCA), and/or Genesys Certified Professional (GCP), Interaction Dialer Certified Engineer (ICDE), Interaction Center Handler Developer (ICHD), Interaction Optimizer Certified Administrator (IOCA) certifications

ACA, ACS, CCNA, CCNP, CCIE and other manufacturer certifications are desirable, but not required