Customer Experience Delivery Specialist

Job Title:

Customer Experience Delivery Specialist

Role Summary:

This is an exceptional opportunity to join our team as a Customer Experience Delivery Specialist. In this role, you will play a crucial part in delivering outstanding customer experiences by ensuring that our customers' needs are met with precision and accuracy.

Key Responsibilities:

• Implement projects related to contact centers, focusing on timely and efficient completion.

• Manage multiple projects across various customers simultaneously, requiring minimal oversight.

• Evaluate solution specifications against customer requirements and recommend optimized solutions.

• Deliver high-quality customer-facing documentation throughout the implementation process.

• Execute tasks and produce deliverables as outlined in the project plan, as directed by the project manager.

• Collaborate with the project manager on status reporting and escalation of issues.

• Implement RingCX and RCCC Contact Center projects, ensuring timely and budget-friendly completion.

• Provide expert consultation to customers, ensuring the full benefits of proposed solutions are delivered.

Requirements:

• Proven track record of excellent time management skills and ability to manage multiple implementation activities simultaneously.

• Ability to operate with minimal guidance, exercising sound judgment and decision-making in challenging situations.

• Prioritize multiple responsibilities and deliver on commitments in a fast-paced environment.

• Strong troubleshooting and problem-solving skills.

• Experience supporting global customers across various geographies.

• Expertise in developing and maintaining positive relationships with clients, possessing impeccable communication skills and the 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.

• Ability to think strategically, understand the 'big picture,' and solve complex problems efficiently.

• Strong background in contact center platforms and tools (e.g. Nice InContact, Dialpad, Five9, etc.).

• Excellent customer communication skills and high levels of empathy.

• Minimum 2 years of experience in a professional services implementation position, with contact center industry experience required.

• Strong analytical skills with the ability to identify, analyze, interpret, and solve both practical and highly complex problems.

• Excellent verbal and written communication skills.

• Desired working knowledge of CRM and lead management solutions (Salesforce, HubSpot, Zendesk, ServiceNow, Siebel, NetSuite, RightNow, Velocify, etc.).

• BA/BS in a technical discipline or equivalent experience preferred.

• Certified contact center skills desired.

About Our Company:

We believe that everyone deserves an exceptional customer experience. As a leading provider of cloud-based business communications and contact center solutions, we empower modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.

We're committed to providing our customers with unparalleled service, support, and expertise. Our global service and support team is dedicated to making sure our customers' every need is met, and that they're able to use our products effectively and easily.

Our company culture is built on innovation, collaboration, and a passion for delivering outstanding results. We're recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably, and hold local BPTW awards in every major location.