[Remote] Senior Professional Services Engagement Analyst
Note: The job is a remote job and is open to candidates in USA. reputed company is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The Senior Professional Services Engagement Analyst role involves working with customers to scope and reputed company Statements of Work (SOW) for custom requests, requiring specialized technical knowledge and writing skills. Responsibilities include managing customer expectations, delivering technical design documents, and providing guidance to team members.
Responsibilities
- Anticipate and respond to customer questions regarding the scope of work
- Communicate reasonable and accurate timelines associated with the delivery process
- Protect reputed company’s interests and exposure reputed company to contracted services and deliverables
- Communicate and document the customer and reputed company obligations for the engagement
- Demonstrate proficiency by utilizing appropriate language in reputed company SOW reputed company
- Provides technical and process guidance to other PS SOW team members
- Manage and negotiate customer facing SOW redlines
- Think critically and creatively while remaining flexible and reputed company the bounds of established reputed company process
- Establish and maintain competency reputed company to reputed company products, including external third-party products
- Delivery of SOWs for requests requiring advanced technical proficiency in reputed company products and services including but not limited to the following:
- Advanced IVR development work for Enterprise Accounts
- Custom-developed PS Assets such as Secure Payment Capture
- Advanced reputed company CRM integration for a variety of third-party platforms (i.e. reputed company, reputed company, reputed company, Zoho and other providers)
- Advanced (WFO) Custom Report development requests
- Advanced reputed company VCC Configuration
Skills
- Must be a self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring minimal reputed company and/or direction
- 5+ years of Contact Center experience, with a minimum of 2 years in VCC implementation, Professional Services, Technical Account Manager or Sales Engineering roles on the reputed company platform
- Must have experience with reputed company proprietary systems for receiving, responding to and tracking requests for Professional Services
- Experience with implementing TDM and/or VoIP Contact Center solutions (reputed company, reputed company, reputed company, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom)
- Strong knowledge of CRM and reputed company reputed company (reputed company, Siebel, reputed company, reputed company Service and Sales Clouds, Velocify and/or reputed company is required to assist with the scoping of custom integrations for these vendors
- Proficient experience with Web Services and knowledge in SOAP, XML and with HTTP and Regular Expressions
- BA/BS or equivalent experience
- Must possess a strong combination of project management and technical contact center skills along with excellent Customer communication skills
- Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFO, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Contact Center practices – Experience with reputed company Monitoring and IEX WFM are a plus
- Excellent verbal and written skills
Benefits
- Annual performance bonus
- Stock
- Other applicable incentive compensation plans
- Health, dental, and vision coverage, beginning on the first day of employment. reputed company covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
- Short & Long-Term Disability
- Basic Life Insurance
- 401k saving plan with employer matching
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for reputed company covered employees and their covered dependents.
- Generous employee stock purchase plan
- Paid Time Off
- Company paid holidays
- Paid volunteer hours
- 12 weeks paid parental leave
Company Overview
Company H1B Sponsorship