About the Company:
Our client is one of Australia's leading telecommunications providers. They are committed to staying close to their customers and providing them the best experience.
About the Role:
The CX Consulting Architect will provide technical guidance to development teams and is expected to operate as a Technical Lead when required on deployments they are involved with, leading other CC Engineers as well as third-party vendors. The CX Consulting Architect is a customer facing role that will be required to provide clear status updates on project performance providing background and ways forward.
Responsibilities:
- Assess and address customers' complex contact center (CC) needs by crafting tailored solutions and value propositions that meet intricate Information & Communications Technology (ICT) requirements.
- Foster strong relationships with key vendors through the Partners Program, including industry leaders like NICE CXone, Cisco WXCC, Cisco UCCE, Verint WFO, Google CCAI, and various CRM providers.
- Deliver expert consultancy and advanced support to pre-sales, project delivery, and post-project teams, ensuring exceptional performance and resolution of complex CC solutions.
- Enhance customer retention by actively engaging with clients through effective communication, deep knowledge, and prompt responses.
- Ensure proactive communication of critical issues with the Engineering Manager, maintaining clarity and timeliness in all interactions.
- Showcase comprehensive expertise in CC solutions, offering both commercial and technical guidance to internal teams and external partners, including Sales, Solutions Consultants, Technical, Operations, Engineering, and OE customers.
Skills and Experience:
- Strong Contact Centre domain knowledge.
- Experience in designing, delivering, and supporting Contact Centre projects, showcasing a comprehensive grasp of all project phases.
- Practical knowledge of Contact Centre Workforce Management (WFM) and reporting functions, ensuring effective oversight and analysis.
- Advanced presentation and technical writing abilities, adept at crafting engaging content and delivering compelling presentations.
- Strong interpersonal and project management skills, with a proven ability to coordinate across diverse functional and divisional teams.
- Technically proficient in setting up and configuring Contact Centre solutions, capable of conducting live customer presentations and industry events with minimal external support.
- Skilled in relational databases, such as SQL Server, with a solid understanding of data management and analysis.
For more information or a confidential discussion, please contact Pravin on pravin.manandhar@peoplebank.com.au quoting reference 263297.
To apply please click the 'Apply Now' button.
Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply.
