Customer experience

Job Description

WHAT YOU’LL DO

The Customer Experience Sr. Consultant will be responsible for overseeing the design, architecture, implementation and security of a variety of unified contact center and contact center as a service (CCaaS) technologies.

In addition, the Customer Experience Sr. Consultant will be responsible for :

• Support client visioning for future systems deployments or optimizations.
• Prepare scope documents in conjunction with the sales team and high-level project plans in conjunction with PMO.
• Design and implement best practices for Customer Experience solution deployment to ensure client investment is consistent with their business objectives and that proposed projects are executed successfully.
• Support sales efforts surrounding delivery team.
• Training and support of Associate Consultants and more junior team members.

Qualifications

NOTE : THIS IS A CONTRACT OPPORTUNITY WITH AN OPTION TO GO FULL-TIME

WHO YOU ARE

• You have a strong consulting / delivery background and have worked through the full project lifecycle with sales to deployment for Contact Center / CCaaS initiatives.
• You enjoy a problem-solving challenge. You use this passion to better deliver client management resolution with your excellent debugging and troubleshooting skills.
• You have the expertise and professionalism to interact with any level of an organization.
• Your work style is flexible. Some tasks are great to tackle with a team, and other stuff you can handle on your own!
• You have excellent communication skill whether that be in-person, via video, over-the-phone or e-mail.
• You don’t mind responsibility, you’re accountable for your work and dedicated to a job well done.
• You’re willing to travel

THE TECH STUFF

• Cisco Contact Center (UCCX, UCCE, PCCE, WxCC).
• Cisco voice gateways and Telco configuration (POTS, PRI, SIP) that pertain to Contact Center implementations.
• Cisco Unified Communications Manager that pertains to Contact Center implementations.
• Contact Center as a Service (CCaaS)
• Migrating / Integrating legacy contact center technology with CCaaS applications.
• Experience with Genesys Cloud preferred but not required.
• Five9’s experience preferred, but not required.
• Ujet experience preferred, but not required.
• Nice CXOne experience preferred, but not required.
• Familiarity with scripting languages : JSON, Java, Python, PowerShell, etc.

Additional Information

The PERKS

If you ask any of our employees here at Burwood what we love , the top answer is always the same : our culture. Our employees are driven, innovative, fun-loving, and always willing to help.

In addition to that, Burwood also offers some fantastic benefits :

• 401(k) and Roth 401(k) savings plan, complete with a company match
• Health, dental, and vision insurance
• Life and accident insurance
• Short and Long-Term Disability coverage
• Mental wellness programs
• Flexible spending accounts for pre-tax healthcare and transit / parking expenses
• Learning opportunities in support of career development
• Access to financial planning expertise

Last updated : 2024-05-17