Continuous Improvement Lead

EDCi•Appleton, WI

2d•Remote

About The Position

The Continuous Improvement Lead Consultant will serve as a key component on EDCi’s Experience Sales team, taking ownership of strategic client accounts to perform continuous improvement consulting support. This role will closely interact with our sales account managers as well as our customers to help architect world class solutions and enable our customers to achieve optimal business outcomes. Come join a high-performance team! At EDCi, we are more than just technologists. We are a team passionate about the work we do, and a family dedicated to building on our strengths and improving our challenges both individually and collectively. EDCi is an organization that takes pride in recognizing balance and the importance of family. If you’re a talented professional looking to help lead a cutting-edge growing company and seek a flexible, family-oriented work environment, we want to talk to you!

Requirements

1+ year experience in Genesys Cloud CX (Purecloud) technology
Knowledge of telephony architecture and Genesys Cloud CX dependencies
Experience in delivering business operations and/or customer experience initiatives
Understand best practices for a service organization
Development experience and/or mindset
Excellent client service attitude and team focus

Nice To Haves

Genesys Cloud CX certification is a plus
Healthcare industry background
Natural language bot flow development experience
Leadership experience
Business analysis experience or having been part of transformation projects
Understand how budgets work along with how to creatively achieve strategic initiatives

Responsibilities

Responsible for providing white glove support for strategic EDCi clients.
Perform project coordinator duties associated with utilizing engineering/AI resources.
Lead client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments.
Provide in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high-profile problem solving.
Demonstrating and answering questions to clients, related to our top contact center platforms.
Strong desire to stay on top of all things happening in contact centers.
The ability to quickly understand and solution customer pain points.