About the job
CCaaS Technical Business Solutions Consultant - Senior Consulting Manager
Location: Remote
Reporting to: Director
Travel: up to 30%
We are seeking a high caliber Senior Consulting Manager with hands-on technical and business consulting experience specific to contact centers and Customer Experience (CX). You are the subject matter expert for Contact Center as a Service (CCaaS) capabilities and vendor platforms such as NICE CXone, Amazon Connect, Genesys, Five9, etc. In this role, you will assist cross-industry clients in delivering technology transformation blueprints and capability assessments while increasing operational efficiencies and optimizing CX.
Your knowledge of cloud telephony platforms, processes, and operations, is imperative to the success of the CX transformation projects for our clients and you will be responsible for various work efforts such as:• Collaborate with business / technical client teams and vendors• Review and assess current client tech stacks• Create technical / block-diagram architectures for current environment, future landscape and solution comparisons• Define recommendations and roadmap for future technology capabilities and potential vendor alternatives• Lead vendor selection efforts for CCaaS, AI and other CX technology solution providers• Identify technical and functional gaps between CCaaS, AI and CX platforms• Develop client requirements, delivery plans and engagement deliverables• Present opportunities and findings to C-Suite and project team leadership
As an industry expert and visionary, you love to partner with the technology and business team members to capture and build technical requirements, design and architect solutions, create proposals, deliver projects for CX transformation (CCaaS, AI, etc.). In addition, you will roll out the technical strategy, implementation roadmap, governance, etc. to deliver outcomes. Your passion is contagious, and you love to share ideas, concepts, industry leading practices and lessons learned. You understand what it takes to design, implement and roll out projects because you have been there and done this before. You flourish in the most challenging situations. Your attention to detail and client focus sets you apart! If you are seeking a career in a growing organization, apply today!
Qualifications for success:
- 8 or more years of consulting / professional services experience to include strategic planning, functional/technical requirements and design, project estimating, business development and Statement of Work (SOW) creation
- Technology transformational project experience defining CCaaS and CX technologies, business needs with respect to technology features, functional capabilities, workflows, call flows, contact routing, agent experience, supervisor / operations toolsets, etc.
- Business and technical knowledge of cloud contact center technologies such as CCaaS, IVR, NLU, WFM, QA, reporting, Desktop, AI, Gen AI, chat bot, voice bot, etc.
- Enterprise contact center experience ideally in multi-function, multi-business unit and multi-location customer-focused environments supporting remote, hybrid and on-site workforce
- MS Office specifically Excel and PowerPoint to create and customize client presentations and deliverables.
- Bachelor's degree preferred
- PMP Certification is a plus
Why you'll love it here:
Together we are better! - The core of the team is you and we celebrate the uniqueness each team member brings to the table. Our differences make us better and drive innovation globally.
With over 500 successful projects delivered, our culture and unique business model has landed us on the top of the INC 500 list of the nation's fastest growing private companies. With us, you can expect:• Entrepreneurial and collaborative environment• Competitive total rewards program• Comprehensive benefit plans• Professional training opportunities• Engaging and fun culture• Big business ambition with small company values• Opportunity to work with industry leading, talented peers
Applicants can expect to make between $180,000 to $195,000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education among other factors as required in the job description. In addition, this position is eligible for a target incentive bonus up to 15%.
Benefits
We offer a wide range of benefits to full-time employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, EAP, critical illness insurance and a 401(k) plan. Eventus employees enjoy PTO of 15 days annually and a generous holiday schedule.
We provide basic life and AD&D Insurance with option to purchase additional coverage. Short-term, long-term disability coverage, tax saving accounts; HSA and FSA are also offered.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
http://eventusgcom/careers
(303) 376-6161
