Business Value Consultant

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Become proficient in the 8x8 product suite, encompassing CCaaS, UCaaS, CPaaS, and AI solutions, and showcase these solutions as required.

• Attain fluency in innovative and evolving technology offerings from Technology Ecosystem Partners.

• Assist the global sales team with strategic or critical opportunities.

• Identify gaps and potential issues that may impede successful implementation or elevate the risk of unmet expectations.

• Collaborate with contact centre teams and business unit leaders of prospects on change management, decision-making, and system design.

• Perform reviews of contact centres, focusing on business processes, technology strategies, and required metrics.

• Analyze contact centre analytics, processes, and metrics to pinpoint gaps and offer deployment roadmaps.

• Provide internal guidance and mentoring on call flow design, workforce management, quality monitoring, key metrics, and contact centre operations.

• Drive methodologies, processes, and best practices to ensure customers achieve maximum value.

• Present on contact centre topics and represent 8x8 at industry conferences and events.

• Generate on-site reports and analyses, contributing to BVC templates.

• Remain updated on telecommunications, UCaaS, CCaaS, CPaaS, self-service, automation, VoIP, AI, and industry advancements.

• Engage with the Centre of Excellence as the CX consultant for contact centre proof of concepts.

• Provide on-site or remote assistance for early-stage go/no-go scenarios, strategic opportunities, sales consulting services, and post-visit reports.

• Support customer onboarding, retention, and optimization through best-practice guidance, extensive data analysis, and recommendations.

⛳️ Requirements

• Over 5 years of experience in a consulting role with CCaaS and UCaaS expertise.

• More than 5 years of experience in an operational contact centre position.

• Professional consulting experience is preferred; internal consulting and collaboration will also be considered.

• Experience in technology sales engineering is a plus.

• Progressive experience in roles with increasing responsibility in contact centre, VoIP, or unified communications technology.

• Understanding of AI and its application to enhance daily efficiency.

• Bachelor's degree or equivalent professional experience.

• Knowledge of contact centre technology, quality management, and workforce management.

• Comprehensive understanding of the contact centre market and its trends, including emerging technologies.

• Ability to manage multiple projects concurrently.

• Excellent interpersonal skills in a customer-facing setting.

• Strong organizational, written, and verbal communication abilities.

• Creative mindset, capable of thinking outside conventional methods.

• Able to work independently as well as collaboratively within a team.

• Flexibility to accommodate travel requirements.

🏝️ Benefits

• Equal opportunities employer.

• Living Wage Foundation membership.

• Background checks conducted for employment offers.