Senior Solutions Consultant

at ConvergeOne in Bloomington, Minnesota, United States

Job Description

Senior Solutions Consultant
Job Locations

US-United States

Position Type 
Regular Full-Time  

Requisition ID 
2024-5936  

Category 
Information Technology
C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Overview

Summary
The Senior Solutions Consultant is responsible for leading the design of Genesys Cloud CX solutions and assuring the successful implementation of that design. The primary objective of this role is to understand customer objectives and requirements and design and consult on solutions that meet those objectives and requirements based on knowledge of the Customer, CX, and contact center best practices, and the Genesys Cloud CX platform. 

Responsibilities

Essential Functions
Provides solution consulting and design services on customer projects
Leads and mentors team members on product and process knowledge and contributes to the definition of best practices
Perform audits of Client's current contact center environment
Conducts Discovery and Capability sessions with Clients and collaborates with them to understand their mission, environment, and brand
Consults with customers on best practices and options within the solution platform
Leads Clients through the design of their new system, including collecting and documenting information for users, queues workgroups, call flow configuration, etc.
Collaborates with the C1 Solution Engineers prior to and during the Configuration phase
Provides cutover/go-live support and assists in troubleshooting efforts
Participates in Client and internal project meetings as related to designing, testing, and training phases, including scheduling meetings, as well as creating agendas and presentations
Provides consulting on solution optimization and roadmaps to solve customer problems and achieve customer solution objectives.
Assists and supports Project Managers in project planning and facilitating Client's understanding of their project responsibilities, requirements, tasks, and action items
Develops, updates, and maintains implementation deliverables, work products, and other documentation
Participates in internal projects that enhance the quality and/or efficiency of company implementation and/or support services
Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase

Qualifications

Required Qualifications
5+ years work related experience with Genesys Cloud CX
Advanced knowledge of Contact Center as a Service(CCaaS) solutions
Advanced understanding of contact center metrics
Experience working in and/or designing a contact center
Ability to work independently with minimal direction
Proficient in all Microsoft Office products, including Outlook, Word, Excel, PowerPoint, Visio, and SharePoint

Desired/Preferred Qualifications
Technical 4-year Bachelor's degree
Genesys Cloud CX Certifications
Genesys Certified Professional (GCP)
Certified Cloud Partner (CCP)
Other related certifications
Additional Information

C1 BENEFITS

* 401(k) Plan (35% match per dollar up to 10%)
* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)
* HSA + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision
* FSA Plans
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Long Term Disability
* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth Options
* Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage
* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Health Advocate
* Volunteer Time Off

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential... For full info follow application link.

EOE of Minorities/Females/Vets/Disability