Implementation Consultant - WFO

Posted 22 March by Fullbrook Consulting Group

The Client:

Our Client is a Telecommunications and Contact Centre solutions provider.

Role & Key Responsibilities:

  • This is a Home Based role in the UK with regular travel (nation and international).
  • Responsible for providing consultative lead on the company’s WFO deployments.
  • Ensure that customers are fully trained on the implemented solutions.
  • Support customer and clients with functional system proficiency.
  • Offer functional insight to end users to enable them to improve their WFO operations.
  • Set up and execute functional training sessions for customers both workshop and 121.
  • Review and standardise the solution performance.
  • Ongoing review of internal operations to implement developments where necessary.
  • Carry out functional system testing (end to end, integration and UAT support).
  • Take ownership of the management of solution deployments.
  • Carry out POC as / when required, as well as occasional escalation management.
  • Provide remote or onsite functional consultation to end users with deployment and going live.
  • Demonstrate flexibility around working hours to provide customers with high level support.
  • The role requires national and international travel to customer sites.
  • Promote strong work ethic and represent the company in a professional way.

Skills & Experience:

  • Proven experience of Verint and Avaya products from functional design to training and deployment (Workforce Management, Interactions / Quality Monitoring).
  • At least 5 years’ functional experience across Avaya / Verint products.
  • Job relevant degree or qualification would be desirable.
  • Solid understanding of Contact Centre settings.
  • Strong English language skills both verbal and written.
  • Strong presentation and communication skills.
  • The ability to explain complex technical matters in a clear, concise way.
  • Good listening and problem-solving skills.
  • Demonstrable ability to transfer own knowledge to train customers and end users.
  • General knowledge of software deployment methodologies would be a plus.
  • Verint SA and DPA understanding would be highly advantageous.
  • Previous troubleshooting experience on solution and software would be beneficial.
  • The ability to work on own initiative as well as part of a team.
  • Takes pride in quality of work and natural desire to improve own technical knowledge.

Required skills

  • Avaya
  • Functional Design
  • System Testing
  • Verint
  • Functional Implementation

Application questions

Do you have proven background in the functional design and deployment of Avaya / Verint prodcuts?
Do you have at least 5 years' functional experience across Avaya / Verint prduct suite?
Can you demonstrate in depth knowledge of Contact Centre environment?
Do you have demonstrable presentation skills on executive and customer level?
Do you have the flexibility to travel nationally / internationally to provide customer consultation?

Reference: 34443305

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