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

📋 Description

• Deliver technical configurations, optimal practice guidance, and tailored training for customers utilizing the CXOne Agent products.

• Support customers in achieving their desired business outcomes and return on investment for the products implemented.

• Collaborate with internal product management teams as needed to ensure that customer needs are prioritized and reflected in product roadmaps.

• Maintain knowledge and expertise in leading contact center methodologies, processes, and technologies related to the Agent products.

• Act in a consultative role with the CXone project team, facilitating a successful customer/partner engagement lifecycle and ensuring necessary internal resources are utilized.

• Oversee the assigned case load in Salesforce to guarantee compliance with customer service level agreements (SLAs).

⛳️ Requirements

• A Bachelor’s degree in a technical field (e.g., Computer Science, Information Systems, Electrical Engineering) or business discipline (e.g., Marketing, Management Information Systems) or equivalent professional experience is required.

• Over 8 years of experience in customer engagement and industry practice beyond the educational requirements stated above.

• 1-3 years of experience in Contact/Call Centers or in Technical & Customer Support operations.

• 3-5+ years of experience in Quality Management/Analysis within a call center environment.

• A professional and confident public presence, with experience in engaging large audiences as a trainer and/or speaker.

• Strong consulting abilities to identify, strategize, and align client objectives with a suitable product solution.