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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in CCaaS, UCaaS, and contact centre operations, with a strong focus on technology sales engineering and AI applications to enhance efficiency. Capable of providing strategic guidance, conducting analytics, and delivering impactful presentations to drive customer success.
Highest-signal resume keywords
CCaaS ExpertiseUCaaS ExperienceContact Centre OperationsTechnology Sales EngineeringAI Application Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Contact Centre TechnologyQuality ManagementWorkforce ManagementData AnalysisChange ManagementSystem DesignProject ManagementBusiness Process AnalysisMetrics AnalysisDeployment Roadmaps
Soft Skills
Interpersonal SkillsOrganizational SkillsWritten CommunicationVerbal CommunicationCreative Thinking
Tools & Technologies
VoIPAutomationSelf-Service SolutionsTelecommunicationsContact Centre Analytics
Industry Keywords
TelecommunicationsContact Centre Market TrendsEmerging TechnologiesCustomer OnboardingCustomer Retention
Tech Stack
Tools & technologiesVoIP
About the role
Key responsibilities & impact- Become an expert in the 8x8 product portfolio, including CCaaS, UCaaS, CPaaS and AI solutions, and demonstrate solutions as needed
- Develop fluency in new and emerging technology offerings from Technology Ecosystem Partners
- Support the global sales team on strategic or critical opportunities
- Identify gaps and red-flag issues that could hinder successful implementation or increase the risk of unmet expectations
- Collaborate with prospects' contact centre teams and business unit leaders on change management, decision-making and system design
- Conduct contact centre reviews covering business processes, technology strategy and required metrics
- Analyse contact centre analytics, processes and metrics to identify gaps and provide deployment roadmaps
- Provide internal guidance and mentoring on call flow design, workforce management, quality monitoring, key metrics and contact centre operations
- Drive methodologies, processes and best practices to ensure customers realise maximum value
- Deliver presentations on contact centre issues and represent 8x8 at industry conferences and events
- Produce on-site reports and analysis, and contribute to BVC templates
- Stay abreast of telecommunications, UCaaS, CCaaS, CPaaS, self-service, automation, VoIP, AI and industry developments
- Engage with the Centre of Excellence as the CX consultant for contact centre proof of concepts
- Provide on-site or remote support for early-stage go/no-go situations, strategic opportunities, sales consulting services and post-visit reports
- Support customer onboarding, retention and optimisation through best-practice guidance, deep data analysis and recommendations
Requirements
What you’ll need- 5+ years in a consulting role with CCaaS and UCaaS experience
- 5+ years in an operational contact centre role
- Professional consulting experience preferred; internal consulting and collaboration also considered
- Experience in technology sales engineering is an advantage
- Progressive experience in roles of increasing responsibility within contact centre, VoIP or unified communications technology
- Understanding of AI and how to apply it to improve day-to-day efficiency
- Bachelor's degree or equivalent professional experience
- Knowledge of contact centre technology, quality management and workforce management
- Broad understanding of the contact centre market and its trends, including emerging technologies
- Ability to manage multiple projects simultaneously
- Excellent interpersonal skills in a customer-facing environment
- Strong organisational, written and verbal communication skills
- Creative, with the ability to think beyond conventional approaches
- Able to work independently as well as within a team
- Flexibility to accommodate travel requirements
Benefits
Comp & perks- Equal opportunities employer
- Living Wage Foundation membership
- Background checks undertaken for employment offers