Contact Center Implementation Specialist

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeImplementation Full time $79,100 - $146,900
Job Title: Contact Center Implementation Specialist

Overview: We are seeking a skilled and experienced professional to join our team as a Contact Center Implementation Specialist. In this role, you will be responsible for the implementation of contact center projects, ensuring that all tasks are completed on-time and within budget. You will work closely with customers to understand their requirements and provide solutions that meet their needs.

Key Responsibilities:
  • Manage the implementation of contact center projects, including planning, execution, and delivery.
  • Assess customer requirements and recommend solution designs and changes that optimize value for both the customer and our company.
  • Develop and maintain positive and productive relationships with clients, providing excellent communication and customer service skills.
  • Provide consultation to customers to ensure they have a full understanding of the proposed solutions and can effectively use them.

Requirements:
  • Independent self-starter with excellent time management skills and ability to manage multiple implementation activities simultaneously.
  • Ability to operate with minimal guidance and exercise sound judgment and decision-making in challenging situations.
  • Prioritize multiple responsibilities and deliver on commitments, comfortable working in a fast-paced dynamic environment.
  • Strong troubleshooting and problem-solving skills.
  • Experience in supporting global customers in multiple geographies.
  • Expert at developing and maintaining positive and productive relationships with clients, impeccable communication skills, and ability to understand clients' needs.
  • Working knowledge of JavaScript, C++, C Sharp or HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center best practices.
  • Strategic thinker able to understand the 'Big Picture', able to think quickly while solving complex problems.
  • Strong background in contact center platforms and tools (e.g. Nice InContact, Dialpad, Five9, etc.).
  • Strong and effective customer communication skills.
  • High levels of empathy, excellent soft skills, and customer service best practices.
  • Minimum of 2 years of experience in a Professional Services Implementation position - Contact Center industry experience is a must.
  • Strong analytical skills with ability to identify, analyze, interpret, and solve both practical as well as highly complex problems.
  • Excellent verbal and written communication skills.
  • Working knowledge of CRM and Lead Management solutions (Salesforce, HubSpot, Zendesk, ServiceNow, Siebel, NetSuite, RightNow, Velocify, etc.) is desired.
  • BA/BS in a technical discipline or equivalent experience is preferred.
  • Certified Contact Center skills are desired.

What We Offer:
  • Comprehensive medical, dental, vision, disability, life insurance.
  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits.
  • Voluntary supplemental health coverage and life insurance.
  • 401K match and ESPP.
  • Paid time off and paid sick leave.
  • Paid parental and pregnancy leave.
  • Family-forming benefits (IVF, Preservation, Adoption etc.).
  • Emergency backup care (Child/Adult/Pets).
  • Employee Assistance Program (EAP) with counseling sessions available 24/7.
  • Free legal services that provide legal advice, document creation and estate planning.
  • Employee bonus referral program.
  • Student loan refinancing assistance.
  • Employee 1:1 coaching, perks and discounts program

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