about 18 hours ago
London, United Kingdom
Staff+
Responsibilities
- Engage customers in a consultative capacity to provide expertise on contact center solutions.
- Manage customer expectations and satisfaction regarding NICE products.
- Recommend ideal configurations based on industry best practices and customer needs.
- Coordinate internal resources to ensure customer business outcomes are met.
- Provide technical configuration and customized training for CXOne WFM/IEX products.
- Drive successful customer engagement lifecycles with the CXone project team.
- Conduct business analysis and user needs assessments for assigned projects.
- Communicate effectively with customers and manage relationships at various levels.
- Assist in developing product certification programs for customer-facing employees.
- 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 Quality Management/Analysis in a call center environment.
- Broad skills in technology and analysis for implementation roles.
- Deep skills in business analysis and contact center operations for optimization roles.
- Professional public presence with experience in training or speaking.
- Strong consulting skills to align client goals with product solutions.
- Ability to demonstrate confidence as a product expert.
Benefits
- Flexible hybrid work model with 2 days in the office and 3 days remote.
- Opportunities for internal career growth across multiple roles and locations.
- Collaborative and creative work environment.