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Contact Centre Solutions - Implementation Consultant

Ambis Resourcing Partnership
Closing date
28 Jun 2022

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Technology & New Media
Contract Type
Full Time
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Superb role for someone who is passionate about Customer Engagement and can assist in designing, configuring, and implementing transformational omni-channel CE, Contact Centre technologies and Client Experience solutions. This thriving software author, knows that their corporate clients need to engage their customers in a single omni-channel unified experience, including emails, phone calls, live chat, social media, voice response and messaging, to deliver a seamless customer experience for their customers. You can help achieve this by joining them as a Professional Services Consultant in the Customer Engagement division.

The job is with a tier 1, top 5, global enterprise software company of over 4500 people, working on the implementation of their contact centre and customer engagement solutions. Base salary to £60k + £6k car allowance and a 10% bonus.

The role is remote, home based, anywhere in the UK. But when you need to go to their UK head office, you get to experience an incredible design space, with dreamy interiors of wood, velvet and glass, moss covered walls, large open spaces, a buzzing gym, chill out areas, a prayer room, cool break out spaces for when you need some down time, fabulous restaurant, large screen TV's playing sports, news and music, a conference room for up to 200 people with floor to ceiling state-of-the-art screens, and every new piece of technology you could think of.

You will be a key member of the Customer Engagement team, where implementing contact centre management solutions and improving customer experience for your clients, will be at the heart of what you do. They need someone who has implemented advanced multi-channel / omni-channel contact management software solutions, incorporating features such as scripting, messaging, scheduling, workflow, CTI, IVR voice response systems, ACD automatic call distribution, reporting and database, and any other technology that manages web chat, emails, phone calls, campaigns, booking systems and text messaging for customer communication. All of which help a business to engage with their customers, deal with their unexpected disasters and problems, encourage repeat business and positive word of mouth, support and grow their brand, and keep their clients happy.

You will provide excellent Customer Experience and Contact Management consultancy and services to their client base, providing new software implementations, upgrades, and ongoing post implementation support. So you need good functional skills, the ability to run workshops, understand, gather and document complex contact centre business requirements, an understanding of databases, large volumes of data, and software interfaces, the ability to configure the solutions to fit the clients' requirements, and to deliver a seamless go-live experience.

Knowledge of field service management solutions would also be useful, or a prior background working within a call centre or in the Contact Centre industry. You also have some training skills and are happy giving software training to clients, post implementation, where needed.

The company is a global leader in large scale ERP, accounting, asset management, field service management, CEX and CRM Software. They offer a brilliant opportunity to work with a world class team, who are creative, fun, and professional. It's such an exciting company to be a part of, they have offices in 15 countries and offer an accelerated career path for bright, ambitious people. There will be some travel involved, both in the UK and Europe.

Staff retention here is amazing - many people have been with the company for over 10 years and 70% have stayed with them for at least 5 years, which is testament to their rewards system, recognition, work environment, career development and training. Oh - and they have one of the most accoladed CEOs of any software business, such a cool guy, brilliant at what he does, and quite revolutionary in this market.

If you are an enthusiastic, motivated, and creative CEX / Customer Engagement Consultant who would like to work for a top 5 global software author, then contact Jake King or Carolyn MacLurg at Ambis Resourcing
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