Job Posting for Contact Center Business Consultant at CBTS
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Job Description
The Contact Center Business Consultant will meet with CCaaS customers to assist with analyzing data and implementing business, contact center processes that elevate their unique business.
The candidate will have experience running medium to large inbound and outbound contact centers and be comfortable with various CCaaS solutions.
The candidate will need a strong understanding of operational workflows, reporting systems, and various contact center solutions;
they will be tasked with solving complex technical issues.
Manage the strategic Contact Center goals for multiple customers; effectively communicate plans, progress, and status both internally and to Customer organizations
Assist customers with Contact Center reporting in a wide array of configurations and customer environments, including Workforce Management Solutions, Power BI, etc..
Partner with Customers to optimize their call center solutions
Articulate the value of CBTS Services through presentations, demonstrations, and open discussion with customers and potential customers
Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
Develop materials in line with the specific sales and / or services opportunity requirements
Manage tactical and operational escalations for customers
Develop and present customized presentations that both quantify and qualify product / service usage, realized benefits, achievements, opportunities, and next steps
Assist Architects and Build Engineers to ensure successful deployments
Four years of College resulting in a Bachelor's Degree or equivalent
Over 10 years
10 years of related experience in the Contact Center industry, preferably working with multiple internal or external customers
Experience with multiple Contact Center solutions (Genesys, Cisco UCCX - E, Five9, Calabrio, Verint, NICE, etc..)
Strong project management, and client management skills
Process management experience, must demonstrate the ability to build efficiencies and optimize programs
Ability to identify and resolve Contact Center related technical issues
Practical understanding of VoIP applications and principles
Strong knowledge of PBX, ACD, CTI, IVR, and other call center related technology
Outstanding customer verbal and written communication skills
Excellent time management skills, including managing multiple client implementations and sales activities simultaneously
Must be entrepreneurial, able to work with little supervision, and complete projects
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