Contact Center Sr. Advisor

World Wide Technology Healthcare Solutions•Jenks, OK

1d•$118,000 - $177,000

About The Position

Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture to our generous benefits, to developing innovative technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think creatively when it comes to delivering some of the most advanced technology solutions for our customers. At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 8,000 individuals and close nearly $14.5 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the eleventh consecutive year! Want to work with highly motivated individuals that come together to form high performance team? Come join WWT today! We are looking for a Senior Contact Consultant to join our Enterprise Solutions & Architecture team within Infrastructure Services (IS). Why should you join the Enterprise Solutions team? You will be working on exciting infrastructure driven projects for Fortune 500 customers across all verticals. Our global infrastructure planning and deployment services deliver thousands of projects each year. From employing our methodologies at hundreds of sites to leveraging complete enterprise design services, customers trust our infrastructure experts to assess the technology they have today and design the solutions they need for tomorrow.

Requirements

Qualified candidates will have a minimum of 10 years of experience within a large scale, multi-site contact center, or complex delivery experience(s)
Experience with two or more of the following contact center platforms
Cisco Contact Center Enterprise
Genesys Pure Engage, PureCloud or Pure Connect
Avaya Aura
NICE InContact
Five9
Experience with one or more of the following Workforce Optimization platforms
NICE
Verint
Calabrio
Travel 25% of the time

Responsibilities

Work with customers to review contact center operations and formulate plans to improve efficiencies, optimize operations, and enhance customer experience. This will include reviews of the following:
Process workflows
Call flows
Contact Center Metrics
Self-service applications
Desktop applications
CRM, IVR (Interactive Voice Response), and desktop integrations
Multi-channel/Omni Channel routing strategies
Quality Management and Workforce Management tools and processes
Reporting
Conduct workshops for capturing business requirements, developing Contact Center operations strategy, and promoting solution Adoption
Collaborate with project teams to assist in the development of project plans
Publish blogs related to Contact Center Strategies and customer use cases
Primary contact between WWT and customer from beginning to end of a project ensuring the team meets the customer's needs
Demonstrated ability to carry out consulting activities, methodologies leading to comprehensive discovery, analysis and technical/business recommendations
Advanced communication skills, including business/technical writing and presentations.
Advanced ability to present in-depth technical solutions
Drive to exceed customer and project goals
Demonstrate ability to work successfully at all customer levels from C-level executives to end users
Positive customer service attitude
Drive additional profitable growth within the accounts
Develop relationships throughout the customer's organization to source new business
Responsible for the delivery of project work, on-going quality of the work, ensure standards and delivery methodologies are being followed, appropriate resources are available to meet the current and future demands of the project
Participate with Sales during the sales process through Project Scoping Workshops (PSWs), presentations, solutions, development of SOW's
Provide the bridge between Sales and Professional Services as new opportunities are closed
Proven record of accomplishment of customer focus, including the ability to foster long-term client relationships

Benefits

Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

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