Sr. Business Consultant

inContact  •  Salt Lake City, UT

8 - 10 years experience  •  Information Services

Salary depends on experience
Posted on 07/14/17
Salt Lake City, UT
8 - 10 years experience
Information Services
Salary depends on experience
Posted on 07/14/17

The Sr. Business Consultant is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around industry standard best practices, the contact center industry, and other contact center ecosystem topics including but not limited to ACD/IVR, Omni-channel, customer satisfaction, analytics, social media, and others. This position, depending on project type, will be responsible for both technical and business tasks including managing customer expectations and satisfaction, recommending configuration changes within inContact products based on best practices and customer requirements, coordinating inter-departmental activities within inContact, tracking time and status within inContact systems, and other tasks related to the success of his or her engagement. The Sr. Business Consultant is tasked with enhancing, selling, and consulting on contact center consulting engagements. The ideal candidate will be an expert in ACD/IVR Optimization.  In addition, this position may be required to develop additional consultative solutions that solve business challenges for inContact's customers. As a Sr. Business Consultant, a Typical Day Might Include the Following: Client Leadership

  • Elicit business requirements and objectives from clients and stakeholders and then break them down into functional requirements, including use cases, user stories, and acceptance criteria
  • Assist with the development of business cases, project proposals, and SOWs as part of new consulting engagements
  • Perform data, process, and fit/gap analysis to help stakeholders define the scope of new consulting engagements
  • Help inform and drive business process engineering and change management recommendations and planning
  • Prepare and deliver presentations to clients and stakeholders in the form of solution approaches or overviews, impact assessments, and project readouts.
  • Serve as the solution expert during the inContact pre-sales and implementation cycles, understanding Customer Centric Selling and Project Implementation methodologies such that you can ensure inContact delivers the right solution to the customer and that desired business outcomes are achieved (greatest ROI).

Technical Leadership

  • Be able to speak to the capabilities of the inContact ACD (Omni-channel) and IVR product offering
  • Provide guidance on technical product configuration and scripting as required
  • Provide process, data and object modeling in various application and database environments
  • Provide technical architecture leadership, analysis, design, development and enhancement
  • Maintain expertise and currency in industry leading contact center technologies

Business Leadership

  • Conduct comprehensive cost/benefit analysis and prepare business cases for projects
  • Present a professional image in conduct, attitude and attire
  • Communicate in an effective and professional way with customers in and outside of inContact
  • Follow the company Code of Ethics and inContact policies and procedures at all times
  • Serve in a project manager capacity via management of the end to end solution life cycle for small to large-scale projects
  • Supervise during the solution life-cycle, any junior level client staff, or any sub-contracted personnel assigned to your project team

 To Land This Gig You'll Need:

  • 7+ years of customer consulting or related customer engagement experience
  • 9+ years of experience working in the contact center industry
  • Bachelor’s degree in a related technology field.
  • Successful track record deploying ACD/IVR solutions with a portfolio of strong work examples
  • Experience designing, building and optimizing contact flows for contact center environments
  • Heavy experience with IVR optimization techniques, e.g. containment, self-service, auto-agent, BOTs, etc.
  • Analytically minded with strong interpersonal, presentation, project management, problem solving, and communication skills
  • Strong multi-tasking skills with the ability to adapt to shifting priorities, demands, and timelines between multiple technologies and tools across various clients
  • Experience in systems integration, process analysis and process diagramming
  • Ability to translate business functionality and opportunities into clear, precise and easy to read functional documentation
  • Experience with iterative/phase-based project management approaches
  • Ability to visually communicate process/system requirements and recommendations in the form of cross-functional process flow and data flow diagrams
  • Strong business acumen to quickly learn new business processes and understand how technology supports the business in achieving revenue and profit goals
  • Comfortable working in a fast paced, results-oriented environment
  • Ability to work with remote customers and communicate using virtual communication tools 
  • Ability to manage deliverables across multiple projects and meet tight deadlines.
  • Develop a strong business and technical understanding of the inContact product family
  • Technical Project Management experience leading implementations in a SaaS environment
  • Proficiency in MS Office suite, including MS Visio (or other diagramming tool), and advanced MS Excel and PowerPoint skills
  • Excellent verbal and written communication skills.
  • Occasional travel may be required.
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