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Contact Center Specialist

Location: East Coast

The Contact Center Specialist works closely with the sales teams (AE & SE) to position and sell Carousel's Contact Center portfolio within CI’s top accounts and into new opportunities. As part of the sales team, the Contact Center Specialist’s primary responsibilities are: help drive revenue; craft solutions that address customer business priorities; train the sales teams (AE & SE) on the Contact Center portfolio; and positively impact the business. The Contact Center Specialist’s measure of success includes revenue impact, self-development, team integration, customer satisfaction, portfolio development, internal training and growing CI's overall Contact Center footprint. The ideal candidate will have a strong background in AVAYA Contact Center solutions with a proven record of accomplishment.

The Contact Center Specialist is a pre-sales overlay role focused on:

• Assisting the sales teams to create and execute strategic business plans for Contact Center revenue growth
• Assisting the sales teams (AE & SE) with customer meetings, architecture/solution consulting, demonstration, evaluations, and consulting services.
• Growing Contact Center business by identifying prospects and maintaining strong client relationships via:
  • providing recommendations to improve customer service and profitability
  • by providing support, information, and guidance
• Remaining current on industry trends, market activities, and competitors.
• Selling and positioning Carousel Contact Solutions at executive and operational levels

Responsibilities:

• Assist Sales teams to identify , target, and close top Contact Center opportunities
• Consult with clients on ways to optimize customer service delivery; architect solutions/create proposals; build solution/technology roadmaps.
  • Present business solutions to customer executive levels and operational teams
  • Present Contact Center technology /solution updates to major accounts
  • Present clear customer benefits/ROI
• Assist Account teams to pre-qualify top Contact Center opportunities
• Remain current on industry trends, market activities, margins, and competitive advantages.
• Written: Internal and customer facing Contact Center solutions white papers, solutions brief, etc.
• Retention of Intellectual property. Turn information discovered/created during research and the sales process into a solutions guide for future sales and internal edification. This information should be published via the Wiki, email and quarterly internal publications.
• Train the pre-sales technical team (SE & DE) so that the team can represent the Contact Center portfolio as independently as possible.
• Achieve and maintain the highest level of manufacture and industry certifications.

Required Knowledge and Experience:

• Strong business acumen, assertive sales ability, excellent communications/presentation skills including public speaking.
• Self driven and motivated; Ability to work independently as well in a team environment.
• Candidate possesses a solid understanding of the Contact Center industry, trends and competitors.
• Deep sales overlay experience with complex Avaya Contact Center multi-channel architectures, applications, customers, partners, competitors. Including:
  • Experience Portal / Interactive Voice Response Applications
    • Knowledge of speech recognition, speech verification, speech to text, SMS, mobile applications
  •  AVAYA Core Contact Center routing (Elite/Advocate)
  • Interaction Center /Operational Analyst
  • Avaya Aura Contact Center (AACC)
  • AVAYA Contact Center Reporting and Management Platforms
  • Social Media Solutions
  • Call Recording Solutions
• Zeacon/Taske knowledge a plus
• The Contact Center Specialist is responsible for developing a strong relationship with the manufacture and their technical peers.
• Travel is a requirement and will vary depending on the opportunity requirements (primarily east coast)
• Qualifications Experience: 7+ years-related experience
• Possessing Avaya ACS & ACE and multiple advanced industry/vendor certifications
• Education: Typically requires BS/BA (EE/CS) or equivalent

To apply directly, please send your resume to .(JavaScript must be enabled to view this email address)