Contact Center Solutions Expert

1 day ago

Caloocan City, National Capital Region, Philippines beBeeContactCenterEngineer Full time $79,100 - $146,900
Job Description

As a key player in our team, you will work closely with customers to understand their requirements, design and implement customized solutions, and ensure seamless integration with our products.

Your expertise will empower our customers to communicate, collaborate, and connect effectively, driving business success and growth.

The role involves managing the implementation of Contact Center projects, ensuring timely completion and adherence to project parameters.

You will handle multiple projects across various customers simultaneously, requiring minimal oversight and direction.

Key Responsibilities:

  • Manage the implementation of Contact Center projects, ensuring timely completion and adherence to project parameters.
  • Handle multiple projects across various customers simultaneously, requiring minimal oversight and direction.
  • Assess solution specifications in light of customer requirements and recommend designs and changes that optimize value for both the customer and our organization.
  • Complete customer-facing documentation throughout the implementation process, including meeting presentations, business requirements documents, and sign-off agreements.
  • Execute tasks and produce deliverables as outlined in the Project Plan and directed by the Project Manager.

Benefits:

  • Be an independent self-starter with excellent time management skills and ability to manage multiple implementation activities.
  • Operate with minimal guidance, exercising sound judgment and decision-making in challenging situations.
  • Prioritize responsibilities and deliver on commitments, comfortable working in a fast-paced dynamic environment.
  • Strong troubleshooting and problem-solving skills.
  • Experience supporting global customers in multiple geographies.
  • Expertise in developing and maintaining positive, productive relationships with clients, impeccable communication skills, and ability to understand clients' needs.
  • Working knowledge of scripting languages, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center best practices.
  • Strategic thinker, able to understand the 'Big Picture', think quickly while solving complex problems.
  • Strong background in contact center platforms and tools.
  • Excellent customer communication skills, high levels of empathy, and soft skills.
  • Minimum 2 years of experience in a Professional Services Implementation position - Contact Center industry experience is a must.
  • Strong analytical skills, ability to identify, analyze, interpret, and solve practical and highly complex problems.
  • Excellent verbal and written communication skills.
  • Working knowledge of CRM and Lead Management solutions desired.
  • BA/BS in a technical discipline or equivalent experience preferred.
  • Certified Contact Center skills desired.

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