Contact Center Sr. Advisor
Why WWT?
Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture to our generous benefits, to developing innovative technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think creatively when it comes to delivering some of the most advanced technology solutions for our customers. At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 8,000 individuals and close nearly $14.5 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the eleventh consecutive year!
Responsibilities
- Work with customers to review contact center operations and formulate plans to improve efficiencies, optimize operations, and enhance customer experience.
- This will include reviews of the following:
- Process workflows
- Call flows
- Contact Center Metrics
- Self-service applications
- Desktop applications
- CRM, IVR (Interactive Voice Response), and desktop integrations
- Multi-channel/Omni Channel routing strategies
- Quality Management and Workforce Management tools and processes
- Reporting
- Conduct workshops for capturing business requirements, developing Contact Center operations strategy, and promoting solution Adoption
- Collaborate with project teams to assist in the development of project plans
- Publish blogs related to Contact Center Strategies and customer use cases
- Primary contact between WWT and customer from beginning to end of a project ensuring the team meets the customer's needs
- Demonstrated ability to carry out consulting activities, methodologies leading to comprehensive discovery, analysis and technical/business recommendations
- Advanced communication skills, including business/technical writing and presentations. Advanced ability to present in-depth technical solutions
- Drive to exceed customer and project goals
- Demonstrate ability to work successfully at all customer levels from C-level executives to end users
- Positive customer service attitude
- Drive additional profitable growth within the accounts
- Responsible for the delivery of project work, on-going quality of the work, ensure standards and delivery methodologies are being followed, appropriate resources are available to meet the current and future demands of the project
- Participate with Sales during the sales process through Project Scoping Workshops (PSWs), presentations, solutions, development of SOW's
- Provide the bridge between Sales and Professional Services as new opportunities are closed
- Proven record of accomplishment of customer focus, including the ability to foster long-term client relationships
Qualifications
- Qualified candidates will have a minimum of 10 years of experience within a large scale, multi-site contact center, or complex delivery experience(s)
- Experience with two or more of the following contact center platforms:
- Cisco Contact Center Enterprise
- Genesys Pure Engage, PureCloud or Pure Connect
- Avaaya Aura
- NICE InContact
- Five9
- Experience with one or more of the following Workforce Optimization platforms:
- NICE
- Verint
- Calabrio
- Travel
Pay
Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay. The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
- Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
- Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program
Benefits
We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!