about 3 hours ago
Remote, United States
Senior / Staff+
Responsibilities
- Engage customers in a consultative capacity to provide expertise on contact center solutions.
- Manage customer expectations and satisfaction throughout the implementation process.
- Provide technical configuration and best practice guidance for CXone Mpower WFM/IEX.
- Assist customers in achieving desired business outcomes and ROI.
- Collaborate with internal product management to prioritize customer requirements.
- Conduct business analysis and user needs assessments for assigned projects.
- Maintain a professional image and communicate effectively with clients.
- Manage assigned case load in Salesforce to meet customer SLAs.
Requirements
- BS/BA in a technical or business field or equivalent work experience.
- 8+ years of customer engagement and industry experience.
- 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations.
- 3-5+ years of experience with WFM/IEX in a call center environment.
- Strong consulting skills to align client goals with product solutions.
- Ability to command large audiences as a trainer or speaker.
- Expertise in business analysis and contact center KPIs.