Senior Professional Services Engagement Analyst

Responsibilities

• Receive, scope, and develop SOW language for specialized customer requests
• Work with customers to gather requirements and create a Technical Design Document (TDD)
• Anticipate and respond to customer inquiries regarding the scope of work
• Communicate timelines for delivery processes accurately
• Protect the company’s interests regarding contracted services and deliverables
• Provide technical and process guidance to the PS SOW team members
• Manage customer-facing SOW redlines and negotiations

Qualifications

• 5+ years of Contact Center experience, with 2+ years in VCC implementation or Professional Services roles on the company platform
• Self-starter with excellent time management skills; able to manage multiple activities simultaneously
• Experience with the company proprietary systems and request tracking for Professional Services
• Knowledge of CRM and Lead Management solutions like Salesforce and NetSuite for custom integration scoping
• Proficient in Web Services, SOAP, XML, and Regular Expressions
• BA/BS degree or equivalent experience

Benefits

• Health, dental, and vision coverage at no cost for employees, with shared costs for dependents
• Access to a mental health support platform offering therapy and coaching resources
• Employee stock purchase plan available
• Paid Time Off, paid holidays, and volunteer hours
• 12 weeks paid parental leave

Pay

$100,000 – $160,000 annually

Schedule

Remote - US based candidates only, no visa sponsorship available