Solutions Consultant – CcaaS Cloud Platform

STATUS: Virtual – Full-time, Employee (Up to 5% Travel)
COMPENSATION: Salaried ($75,000 Commensurate with Experience), Bonus Plan, Full Benefits

Summary

The Solutions Consultant is responsible for managing all aspects of a customer’s implementation onto a Contact Center as a Service (“CCaaS”) cloud platform. The Solutions Consultant will work closely with the client to determine customer contact center processes and technical requirements and will then configure the CCaaS (cloud) platform on behalf of the customer and Platform partner. Configuration includes, but is not limited to, conducting kickoff and Discovery sessions with the client, setting up agents, skills, hours of operations, call flows, routing, CRM integrations, and other services on the vendor platform. In addition, the Solutions Consultant is responsible for training the customer and contact center agents on how to use the system typically through virtual sessions. The Solution Consultant will be responsible for managing multiple client implementations at the same time.

Technical Responsibilities:

• Complete solution design and development for new client implementations, and coordination of changes to existing applications
• Build the technical configuration as required to implement new clients on a partner’s CCaaS (cloud) platform
• Create ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, queue and other messaging, call recording services, email, chat and other components of a customer call center platform build
• Determine third party or client system (client CRM, databases, service platforms) integration requirements and work closely with customers to configure integrations to their new platform
• Consult with clients on system capabilities, implementation best practices, system training, vendor support services, and processes, and other needs related to the initial platform build and post- implementation vendor support
• Provide web-based agent and administration training
• Trouble-shooting problems during the configuration or go-live stages of client implementations

Project Responsibilities:

• Adhere to the methodology required for project implementation
• Create and maintain comprehensive project documentation as required by the partner
• Delivery of projects on time and within budget and scope
• Communicate with Platform Partner Leadership, PPT Practice Leader and management regularly with project status
• Develop trust with client leadership and other stakeholders to remove project roadblocks and ensure project success
• Work with customers to track work progress and create strategies for risk mitigation and contingency planning
• Partner with internal teams such as Product, Support, to assure timely delivery of feature requests, bug fixes and support requests
• Ability to identify new opportunities to further improve a client’s CCaaS platform or Contact Center operation and work with a Senior or Principal Solutions Consultant to position the additional work
• Ability to successfully manage multiple implementations simultaneously

Business:

• Presenting a professional image in conduct, attitude and attire
• Contributing to business user needs analysis and business systems design
• Deliver on the PPT Solutions culture and brand promise with its key partners and customers
• Mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with client
• Engaging personality, polished verbal and written communication skills, and meticulous attention to detail
• Work is occasionally directed by Senior/Principal Solutions Consultants

Required Competencies:

• Educational background in the fields of Information Systems, Computer Science or Engineering for technical project managers
• 3 to 5 years of experience in contact center operations or technology or process management
• Strong technical acumen to identify process and technical solutions dynamically to unexpected situations
• A passion for helping people solve problems and proven ability to understand technology concepts
• Highly organized self-starter that runs towards opportunities
• Ability to work cross-functionally in a fast-paced startup environment
• Ability to solve multiple, complex issues and work multiple projects simultaneously
• Effective communication skills and experience with conducting presentations to customers
• Fluency in written and spoken English

Preferred Competencies:

• Contact center operational experience including knowledge of KPIs, Workforce and Quality Management Fundamentals, Performance and Operations Management and Customer Experience Management
• Contact Center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience
• Experience implementing or integrating with CRMs (Salesforce, MS Dynamics and other) and/or Contact Center Solutions preferred
• Implementation experience with cloud-based unified communications platforms or contact centers
• A consultative approach with the ability to identify areas of additional opportunity with clients to further enhance their CCaaS platform or improve the overall Contact Center operation through other PPT products and services
• Client management experience

Position Type, Expected Hours of Work and Travel:

• Full-time
• Virtual position
• Some flexibility in hours is allowed, but the employee must be available during the “core” client work hours
• Availability outside of standard business hours to support go-lives, as needed
• Occasional out-of-the-area and overnight travel may be expected, primarily for training and team meetings (up to 5%)

We offer a highly competitive compensation structure that will allow you to be rewarded for the contributions you make. If you thrive in an environment that is collaborative, challenging, and will provide you the opportunity to expand your skills – come talk to us. We’d welcome the opportunity to get to know you and allow you to learn more about us. We are an equal opportunity employer committed to providing a diverse environment. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

PPT Solutions is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the duties, responsibilities and qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, PPT Solutions will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Please be advised, inquiries or resumes from recruiters will not be accepted.