Posted: Tuesday, January 2, 2018 9:04 PM
Job Description The Professional Services Engineer is a member of the Client Service Team, working in conjunction with Implementation Project Managers to implement contact center solutions. This individual will engage directly with customers, facilitate in-depth discussions, conduct exploration and analysis, creatively provide solution options to customers. The Professional Services Engineer will accurately design, build and test the contact center configuration to customer specifications—ultimately achieving customer acceptance of the implemented solution. During the onboarding process, special attention and effort will be placed on the customer experience with focus on: fully understanding the customer’s business environment and objectives; establishing and delivering set expectations; ensuring clarity and continual communication throughout the implementation process; and providing a consultative value-add experience for the customer. Duties: Be an integral part of the client implementation process through providing end-to-end call and multichannel delivery solutions in a consultative manner. Design and configure Five9 and Clarity Connect’s platforms for each customer’s unique requirements. Effectively communicate plans, progress and status to both internal and customer stakeholders. Manage all day-to-day operational and tactical aspects of multiple implementation projects. Troubleshoot software solutions in a wide array of configurations and customer environments both remotely and on-site. Provide customized training to ensure customers have a thorough understanding of these solutions both remotely and on-site. Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization. Maintain a deep understanding of product capabilities to creatively implement features to achieve customer outcomes. Design and implement reliable and effective contact center solutions to enable customer success. Engage engineering and vendor resources as needed to resolve issues. Mentor, train and develop Tier 1 and Tier 2 Technicians/Engineers to better support contact center solutions. Provide accurate and timely updates to our customers and document all updates in CRM and project management tools (Salesforce). Designated escalation point for any high-priority issues that occur during afterhours for contact center platforms. Expected to be able to work flexible hours to accommodate customer needs. Collaborate on Sales proposals and generate Statements of Work. Articulate the value of Professional Services through presentations, demonstrations and open discussion with customers and prospects. Assist in professional services and implementation builds beyond the contact center as needed. Any other duties as assigned by management. Skills/Qualifications: To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully. Bachelor’s Degree in technical or business field required , MBA preferred. 5+ years of professional experience beyond education requirements above in a professional services role. 3+ years of experience with implementing TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, inContact, Interactive Intelligence and/or CosmoCom). - Applicants with experience deploying and/or managing Five9 Call Center or Clarity Connect solutions are preferred. Experience working with non-voice contact center communications; email, chat, social a plus. Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow and Velocify) is preferred. Strong knowledge of SaaS, networking, internet concepts, web development, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices. Experience with WFO solutions (NICE, IEX, Verint, CSI, Calabrio) are a plus Strong combination of project management, customer interaction and technical call center skills. Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction. Must have exceptional interpersonal and communication skills to effectively query customers during needs analysis and communicate complex concepts/designs in a simple, easy-to-understand, manner. Must be willing to travel up to 30%. Must be fluent in English (spoken and written). What We Offer: Health, Dental and Vision insurance 401(k) with company match Reimbursement for industry-related education Generous PTO policy Paid holidays Excellent team culture and much more. We provide exceptional training and growth opportunities for individuals who want to expand their horizons and take their career to the next level. Company Description We offer high-touch, high-value services. With over two decades in business as a premier recruiting firm, we have deep networks and long-standing industry connections that allow us to find and fill top roles quickly. Local by design. Because PrincePerelson is headquartered in Utah, we know the unique culture and business needs of the state. We are the first choice for anyone looking to hire, relocate, or expand in Utah. A long-term commitment. Our team has an average of 10 years experience with our company. This experience translates directly into a deep understanding of our clients objectives and a total commitment to their success. Strategic partnerships. Throughout the process of finding or filling roles, we act as a strategic partner, offering constant communication and industry insight. PrincePerelson is certified with the Womens Business Enterprise National Council (WBENC). WBENC is one of the largest third-party certifiers of businesses owned, controlled, and operated by women in the United States. This standard is the most relied upon certification of women-owned businesses. At PrincePerelson, we foster diversity in the workforce. Diversity promotes innovation, opens new channels of revenue, and creates partnerships which provide opportunities that fuel the economy. We are proud to appear on Staffing Industry Analysts list of Largest Diversity Staffing Firms in the United States.
• Location: Salt Lake City
• Post ID: 17872527 saltlakecity