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B2B tech company seeking Contact Center Consultant to help increase efficiency and help build out processes!
WHAT WE DO
At Cloud Revolution, our focus is inspired by our clients' complex communication challenges. We're advocates, champions, experts, and kindred spirits in the cloud platforms in which they architect their futures. We provide the expertise to streamline and accelerate our clients' reality of a robust cloud ecosystem, including advanced capabilities and specializations. And we're FastTrack-ready.
From its inception, Cloud Revolution has focused on this opportunity and gathered talent to offer these deep and unique Teams-centric capabilities to the market. And we've never looked back.
THE OPPORTUNITY
The Contact Center Consultant will be responsible for implementing and managing contact center solutions for our clients. This position will be the trusted Cloud Revolution customer interface and work closely with our development and consulting teams in delivering success engagements.WHAT YOU WILL DO
- Provide expert advice and guidance on all aspects of Contact Center deployment
- Provide value-add workshops such as environment readiness/devices/licensing overviews
- Articulate client needs and work collaboratively with internal teams to employ best practices, ensure technical feasibility of recommended solutions, push boundaries, and drive client goals.
- Configure Genesys, Landis, or Anywhere 365 contact center solutions from beginning to end including call flows, greetings, inbound/outbound routing strategies, SBC configuration, IVR, Call recording, and analytics.
- Plan, develop, deploy, test, and optimize contact center solutions.
- Partner with application support teams to insure proper integration with 3rd party solutions such as ServiceNow, SalesForce, etc.
- Troubleshoot issues with call routing and handling, monitor contact center performance, and lead resolution of technical issues.
- Provide training to contact center supervisors and agents on system usage, reporting, and feature enhancements as needed.
- Assists in development and authorship of large, complex contracts including RFP responses.
- Creates opportunities for support contract renewals by clearly articulating customer outcomes and how support capabilities can help them achieve those outcomes.
WHAT YOU WILL BRING TO OUR ORGANIZATION
- Passion for Office 365 technologies and solutions, particularly Microsoft Teams
- 3+ years' experience working with and configuring SBCs
- 5+ years Administering one or more of the following contact center solutions: Genesys, Landis, or Anywhere 365
- Advanced knowledge of PowerShell
- Experience with PowerBI, Tableau, or similar
- Demonstrated strong performance in prior roles, with increasing levels of responsibility and independence
- Excellent English written and oral communications skills that are audience appropriate with appropriate style and delivery to influence audience
- Strong sense of accountability and ownership; understand your role and accept inidual responsibility for seeing a task through to its completion (end-to-end), understand when and how to escalate, take appropriate risk (avoid unnecessary risk) and understand impact of decisions
- MCSE or equivalent certification
- Microsoft Master's or MVP certification
- Expert in the Microsoft Office suite of applications
The successful candidate:
- Ability and willingness to adapt to change and work in a fast-paced environment
- Great with building relationships and interacting in a tactful and professional manner
- Thrives in a fast-paced, customer centric environment; you remain calm under pressure
- Proactively overcomes barriers and find acceptable solutions to client issues
WHAT OUR ORGANIZATION IS PROVIDING
- Expected annual salary range of $90,000 - $130,000
- Medical, Dental, and Vision insurance
- 401(k)
- Paid time off starting at 15 days annually
- 48 hours of sick time off annually.
- 10+ paid holidays.
Cloud Revolution provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetics, veteran status, or other legally protected characteristics. In addition to federal law requirements, Cloud Revolution complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Cloud Revolution will not discriminate or retaliate against applicants for failing to disclose wage rate history in accordance with applicable law.
Cloud Revolution expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cloud Revolution employees to perform their job duties may result in discipline up to and including discharge.
