Job Information
altafiber Contact Center Business Consultant in Ohio, Ohio
Position : Contact Center Business Consultant
Location : Ohio, OH
Job Purpose :
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.
Essential Functions :
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
Education :
Four years of College resulting in a Bachelor's Degree or equivalent
General Work Experience :
Over 10 years
Previous Work Experience :
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..)
Special Knowledge, Skills and Abilities :
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
Demonstrated technical problem-solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Understanding of basic scripting fundamentals
Broad knowledge of multiple business verticals (Healthcare, Government, Transportation, Retail, etc..)
Practical understanding of VoIP applications and principles
Ability to travel in the US and Canada
Supervisory Responsibility :
No supervisory responsibility
Work Environment :
- Home, Office, 25% Travel
CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com .
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.
Attention California Residents:
https://www.cbts.com/privacy-policy/california-privacy-policy/
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