CCaaS Consultant

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Opportunity Employer M/F/D/V

Travel: Up to 50% of the time

Job Type: Full-time, Hybrid position - Flex option allows work at home and work in the office. However, you must reside within a 2-hour radius of Cape Coral, FL

Benefits: 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more) eligibility within 1 month of start date, Relocation Assistance – Only applicable to the Cape Coral, FL location

POSITION OBJECTIVE

As a CCaaS Consultant, you are responsible for solving our clients’ complex Contact Center as a Service (CCaaS) challenges and leading them through critical transformations. At the most elementary level, Consultants partner with our clients to ensure they win and succeed. This role has an incredible opportunity to leave a positive impact within client companies and Insite individuals.

As a member of our Technology Practice Group, you will solve complex technical problems by completing a variety of data analytics, Request for Proposals (RFPs), migrations, assessments, finding the root cause(s), comparing platforms, selecting solutions and assisting with the implementation of a variety of platforms. You will provide these services independently with clients and in a team environment.

When unsure about a topic, you will research intelligence through a variety of resources to achieve expert-level competency, and you will begin identifying new project opportunities, help manage timelines, participate in planning, and provide overall CCaaS expertise. As part of the team, you will lend help to other Consultants and Analysts and provide feedback after client meetings and calls.

CRITICAL SUCCESS BEHAVIORS

• Understands the contact center environment and the key levers to enhance performance and achieve client and financial targets
• Communicates clearly and effectively, both written and orally
• Organized with an ability to prioritize objectives with little to no assistance, find issues, and create and execute solutions that address those issues
• Expertly presents technological solutions to a client in a confident and articulate manner
• Continually assessing existing solutions and building strategies for transformation
• Works successfully with a diverse group of people and is a team-player
• Delivers expert knowledge of IVR flows, identifying improvement and best practices within CCaaS systems
• Provides clients with enhanced IVR scripts and helps them maximize their current systems

QUALIFICATIONS

The ideal candidate must possess:

• Full scope knowledge of IVR systems
• A minimum of 5 years of Business Process Outsourcing (BPO) experience with a minimum of two years in a CCaaS OR technology-related role
• Strong Microsoft Office product proficiency (Visio, PowerPoint, Word)
• Expertise in at least 1 top CCaaS solution, preferably:
  • NICE InContact (Preferable)
  • Genesys
  • Five9
  • RingCentral

The ideal candidate would typically have:

• Experience and/or qualified in Lean/Six Sigma or other process improvement methodologies
• Experience working in a fast-paced environment with changing priorities and goals
• Proficient in call center metrics and how they drive performance
• Ability to work cooperatively in a group environment to achieve common goals