Contact Center Sr. Advisor

Why WWT?

Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture to our generous benefits, to developing innovative technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think creatively when it comes to delivering some of the most advanced technology solutions for our customers.

At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 8,000 individuals and close nearly $14.5 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the eleventh consecutive year!

Want to work with highly motivated individuals that come together to form high performance team? Come join WWT today! We are looking for a Senior Contact Consultant to join our Enterprise Solutions & Architecture team within Infrastructure Services (IS).

Why should you join the Enterprise Solutions team?

You will be working on exciting infrastructure driven projects for Fortune 500 customers across all verticals. Our global infrastructure planning and deployment services deliver thousands of projects each year. From employing our methodologies at hundreds of sites to leveraging complete enterprise design services, customers trust our infrastructure experts to assess the technology they have today and design the solutions they need for tomorrow.

RESPONSIBILITIES:

• Work with customers to review contact center operations and formulate plans to improve efficiencies, optimize operations, and enhance customer experience. This will include reviews of the following:
• Process workflows
• Call flows
• Contact Center Metrics
• Self-service applications
• Desktop applications
• CRM, IVR (Interactive Voice Response), and desktop integrations
• Multi-channel/Omni Channel routing strategies
• Quality Management and Workforce Management tools and processes
• Reporting
• Conduct workshops for capturing business requirements, developing Contact Center operations strategy, and promoting solution Adoption
• Collaborate with project teams to assist in the development of project plans
• Publish blogs related to Contact Center Strategies and customer use cases
• Primary contact between WWT and customer from beginning to end of a project ensuring the team meets the customer's needs
• Demonstrated ability to carry out consulting activities, methodologies leading to comprehensive discovery, analysis and technical/business recommendations
• Advanced communication skills, including business/technical writing and presentations.
• Advanced ability to present in-depth technical solutions
• Drive to exceed customer and project goals
• Demonstrate ability to work successfully at all customer levels from C-level executives to end users
• Positive customer service attitude
• Drive additional profitable growth within the accounts
• Develop relationships throughout the customer's organization to source new business
• Responsible for the delivery of project work, on-going quality of the work, ensure standards and delivery methodologies are being followed, appropriate resources are available to meet the current and future demands of the project
• Participate with Sales during the sales process through Project Scoping Workshops (PSWs), presentations, solutions, development of SOW's
• Provide the bridge between Sales and Professional Services as new opportunities are closed
• Proven record of accomplishment of customer focus, including the ability to foster long-term client relationships
  
  

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QUALIFICATIONS:

• Qualified candidates will have a minimum of 10 years of experience within a large scale, multi-site contact center, or complex delivery experience(s)
• Experience with two or more of the following contact center platforms
• Cisco Contact Center Enterprise
• Genesys Pure Engage, PureCloud or Pure Connect
• Avaya Aura
• NICE InContact
• Five9
• Experience with one or more of the following Workforce Optimization platforms
• NICE
• Verint
• Calabrio
• Travel 25% of the time
  
  

Want to learn more about Solutions Consulting & Engineering? Check us out on our platform: https://www.wwt.com/community/scande/about

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $118,000.00 to $177,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program
  
  

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email taposting@wwt.com.