Solutions Consultant (Washington)

Solutions Consultant

The Solutions Consultant is responsible for designing Genesys solutions and overseeing the implementation of that design. The primary objective of this role is to understand customer objectives and requirements and design solutions that meet those objectives and requirements based on knowledge of the Customer and the Genesys platform. The Solution Consultant is responsible for gathering, analyzing, and clarifying customer requirements and then creating a design, including detailed documentation, to meet those requirements in addition to consulting with customers on best practices.

Essential Functions :

• Provides design services on new and / or existing customer projects
• Performs audits of Client's current contact center environment
• Conducts Discovery and Capability sessions with Clients and collaborates with them to understand their mission, environment, and brand
• Consults with Client regarding best practices and options within the proposed solution platform
• Assists Clients with design for the new system, including collecting and documenting information for users, workgroups, and call flow configuration
• Collaborates with the ConvergeOne Engineer prior to and during the Configuration phase
• Provides cutover / go-live support and assists in troubleshooting efforts
• Participates in Client and internal project meetings as related to designing, testing, and training phases; schedules meetings, creates agendas and presentations
• Consults with Client regarding agent scorecards and customer surveys
• Provides consulting on solution optimization and roadmaps to solve customer problems and achieve customer solution objectives.
• Assists and supports Project Managers in project planning and facilitating Client's understanding of their project responsibilities, requirements, tasks, and action items
• Develops, updates, and maintains implementation deliverables, work products and other documentation
• Participates in internal projects that enhance the quality and / or efficiency of company implementation and / or support services
• Assumes Application Consultant role on projects as needed
• Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase
• Coordinates the Training phase, to include training material development, scheduling of training sessions, and training room requirements
• Conducts Train the Trainer and / or End-User training, including client applications and voicemail

Required Qualifications :

Desired / Preferred Qualifications :

C1 BENEFITS :

Work Environment : Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment : Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties / Changes : This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

EEO Statement : C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP.

Pay Range : $64,000 - $120,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive / variable pay opportunities are in addition to base pay.