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Implementation Consultant - WFO

Implementation Consultant - WFO

Posted 4 May by Fullbrook Consulting Group Ended

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

Reference: 34443305

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