Customer Engagement and Contact Center Strategist

Job Location(s) US-National | US-IL-Chicago | US-CA-Irvine | US-MA-Boston | US-GA-Atlanta | US-MO-St. Louis
Posted Date 1 month ago(9/16/2021 4:05 PM)
Job ID
2021-13436
# of Openings
1
Category
Technology Experts - Technical Consultant

Overview

Perficient-Logo-Horz_NoTag

 

At Perficient you’ll deliver mission-critical technology and business solutions to Fortune 500 companies and some of the most recognized brands on the planet. And you’ll do it with cutting-edge technologies, thanks to our close partnerships with the world’s biggest vendors. Our network of offices across North America, as well as locations in India and China, will give you the opportunity to spread your wings, too.

 

We’re proud to be publicly recognized as a “Top Workplace” year after year. This is due, in no small part, to our entrepreneurial attitude and collaborative spirit that sets us apart and keeps our colleagues impassioned, driven, and fulfilled.

 

About Our Customer Engagement Solutions Practice

 

Our practice partners with leading cloud communications and contact center vendors such as Twilio and Amazon Connect to design, build and support solutions that help companies better engage and communicate with customers. You’ll have the opportunity to work with established enterprise companies looking to transform their communication and customer engagement platforms. We also work closely with our software partners by pursuing opportunities together, providing feedback on roadmap and feature improvements and creating best practices and patterns through thought leadership.

 

Perficient currently has a career opportunity for an Contact Center Strategist in our Customer Engagement Solutions national business unit. Our team is primarily located near Perficient's Chicago, Seattle, and Boston offices, with remote and flexible work locations available nationwide. 

 

As a Contact Center Strategist in our Customer Engagement Solutions practice, you may work with our enterprise customers or potential customers to help them understand the current landscape around customer engagement and how they can transform their relationship to their customers. You should have excellent written and verbal communication skills and be comfortable leading and driving discussions with a variety of technical and business stakeholders with different opinions, technical and management backgrounds and agendas. A varied background in the telecommunications and contact center space is required, with some experience with legacy/on-premise contact center platforms a significant plus.

 

This position requires a mix of strategic thinking, consulting, and selling, depending on the type and stage of the engagement. You should be adept at painting the “art of the possible” for a customer, utilizing both tactical and strategic solutions across a variety of platforms. Attention to detail, time management and clear communication are essentials tools in delivering successful engagements. You may work independently, alongside one of our professional services teams or with a broader group of strategists and subject matter experts across a variety of business units and practices at Perficient. This is a high visibility role with exposure to executives and leaders at both our customers and at Perficient, with potential to drive high value projects and long-term engagements.

Responsibilities

  • Engage in elaboration and discovery sessions with customers around use cases, customer journey, existing systems, technical platform and vendor options for solutions to the most important customer service and interaction initiatives at their organization.
  • Develop, optimize and deliver presentations around Perficient capabilities, with specific and deep knowledge around our customer engagement solution possibilities.
  • Be a subject matter expert and source of knowledge for all of Perficient around contact center and customer engagement, as well as our key partners (Twilio, Amazon, Google).
  • Create professional, high-quality written deliverables as part of a strategy engagement (slide decks, analysis papers, spreadsheets, PDFs, etc.)
  • Be a collaborative team member who readily shares knowledge and accepts/provides feedback.

Qualifications

Required qualifications:

  • Technical
    • Bachelor’s degree
    • 5+ years of Business Analyst or similar experience working with various stakeholders to plan, coordinate and strategize contact center solutions.
    • 5+ years of legacy call center/contact center technology experience, such as on-premise Avaya, Cisco, etc.
    • Experience with one or more cloud contact center technology platforms and vendors (Twilio, Amazon Connect, Five9, NICE inContact, Taskdesk, Genesys PureConnect, etc.)
    • Familiarity with at least one Cloud Provider (AWS, Google, Azure, etc) around high-level services and solutions possible on the platform.
    • Understanding of complete project life cycle activities on development and maintenance software projects.
    • Ability to translate high-level business needs, initiatives and pain points into actionable technical solutions.
  • General
    • Regular travel may be required when it is once again safe to do so.
    • Excellent written and oral communication skills; Ability to communicate effectively with technical and non-technical staff. Able to convey a clear understanding of the unique needs of different audiences.
    • Deeply interested in technology, including complex enterprise software products, with a continual drive to learn more.
    • Organized and reliable at completing assigned tasks on time.
    • Demonstrates Self-Awareness around work pace, process, and the ability to grow personally and professionally. Faces difficult issues and supports others who do the same.
    • Deals constructively with problems that do not have clear solutions or outcomes.

 

Preferred qualifications:

  • Technology consulting experience or other experience collaborating and communicating with multiple stakeholders in a consulting or sales capacity.
  • General telephony experience (SIP, RDP, WebRTC, VOIP technologies)
  • Exposure to any CRM or similar product (Salesforce, Dynamics, ServiceNow, ZenDesk, etc.)
  • Expertise in a key vertical, such as healthcare, FinServ, retail, etc.
  • Experience working with a nationally or globally distributed team.


Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work. 

 

More About Perficient

 

Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution and value with outstanding digital experience, business optimization and industry solutions.

 

Our work enables clients to improve productivity and competitiveness; grow and strengthen relationships with customers, suppliers and partners; and reduce costs.  Perficient's professionals serve clients from a network of offices across North America and offshore locations in India and China. Traded on the Nasdaq Global Select Market, Perficient is a member of the Russell 2000 index and the S&P SmallCap 600 index.

 

Perficient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability status, protected veteran status, or any other characteristic protected by law.

 

Disclaimer:  The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification.  Management retains the discretion to add or change the duties of the position at any time. 

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