Overview
The Contact Centre SME (CCaaS) will serve as a subject matter expert on Contact Centre and Customer Experience technologies, providing strategic guidance to various stakeholders. This hybrid role involves collaboration with sales and delivery teams to secure new business while advising enterprise clients on transformations involving cloud migration and digital engagement strategies. The contractor will also contribute to the development of the Contact Centre practice through mentoring and participating in industry discussions.
Responsibilities
- Act as a subject matter expert in Contact Centre and CX technologies.
- Support business growth by leading customer workshops and contributing to proposals.
- Build and maintain relationships with key technology partners like NICE and Genesys.
- Advise enterprise clients on cloud migration and digital engagement strategies.
- Contribute to enhancements in the Contact Centre practice through thought leadership.
- Influence senior executives and facilitate workshops to drive strategy.
Requirements
- Proven experience in a client-facing leadership role related to Contact Centres or CCaaS.
- Strong technical expertise in platforms such as NICE CXone, Genesys Cloud, or Amazon Connect.
- Demonstrated ability to drive business growth in enterprise environments.
- Excellent communication skills with expertise in influencing C-level executives.
- Experience in contributing to enterprise bids and transformation programs, preferably in Financial Services.