• Solutions Consultant

    Job ID
    2018-3709
    Location
    US-CA-San Jose
    Category
    Services & Support
  • About the Job

    The Solutions Consultant plays a critical role in bringing the voice and perspective of 8x8 customers.  As part of the Professional Services Americas organization, the Consultant contributes to the successful implementation of new customers on the platform and provide consulting services on X Series best practices to existing and potential customers. This position also supports internal departments across the organization as resource and Subject Matter Expert (SME) on all 8x8 products.

    The Solution Consultant must have broad and deep expertise across the range of PBX and contact center management and operational methodologies, processes and best practices. This position is integral for the overall success of Professional Services Americas as well as the Customer Success Organization in providing a positive customer experience.

     

    Major Responsibilities/Activities:

    • Support sales and Professional Services Americas teams in identifying gaps and red-flag issues that could be barriers to successful implementations and/or put us at risk of not meeting our customer’s expectations
    • Work collaboratively with customers contact center teams on projects providing change management support, facilitating sound decision making process, reviewing various options and considerations in system design, providing insight into pros and cons of options
    • Provide post implementation support through high quality, high value consulting services to customers, resellers and employees supporting our brand image and building strong customer relationships
    • Provide internal guidance and mentoring across all project functional areas e.g., call flow design, workforce management, quality monitoring and program designs, key metrics and the unique dynamics of contact center operations
    • Analyze customers’ contact center reports, processes and metrics to identify gaps and provide roadmap of recommendations to migrate from current state to successful achievement of their strategic objectives
    • Ensure customers realize maximum value from their investment by driving proper methodologies, processes, and best practices in all consulting engagements
    • Strengthen credibility as a contact center expert by delivering presentations on contact center issues for consulting projects and representing the product to customers at industry conferences and events
    • Drive design cycle with customer and partners to ensure solution developed covers all requirements and use cases
    • Ensure, through detailed documentation and knowledge transfer sessions, all design details are properly relayed to Service Delivery teams

    Qualifications:

    • Bachelor’s Degree in a technical discipline or equivalent professional experience; Master’s preferred
    • Professional consulting experience preferred. Internal consulting and collaboration considered
    • Previous experience in progressive roles of responsibility with contact center, VoIP or Telecommunications company or similar technology
    • Broad understanding of the contact or call center market
    • Experience in configuring and supporting VoIP systems
    • Strong applied knowledge of telephony, PBX, SIP Trunking and UC technology
    • Experience configuring and troubleshooting routers, switches and firewalls

     Core Competencies:

    • Proven excellence with customer facing activities. Must have a passion for creating and delivering customer value
    • Excellent communication (verbal and written), interpersonal and presentation skills
    • Ability to work in a fast-paced environment and willing to address complex problems with minimal direction
    • Proven ability to work as a member of a team to meet critical customer deadlines
    • Proven ability to work creatively and analytically in a problem-solving environment
    • An understanding of technology and its application to business is desired
    • Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues
    • High availability telephony
    • Proficiency in using hosted contact center applications would be a distinct advantage

     

     

     

    About the Company

    ABOUT 8x8

    8x8, Inc. (NYSE: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

    ​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

    For additional information, visit www.8x8.comwww.8x8.com/UK or connect with 8x8 on LinkedIn,

    TwitterGoogle+ and Facebook

    Additional Information

    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.


    For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
    View the Participant Poster in 
    English | Español.
    View the Right to Work Poster in 
    English | Español.

     

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