Senior Solutions Consultant

C1 Company Overview

C1: 1 Contact, 1 Connection, 1 Choice

C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Summary

The Senior Solutions Consultant is responsible for leading the design of Genesys Cloud CX solutions and assuring the successful implementation of that design. The primary objective of this role is to understand customer objectives and requirements and design and consult on solutions that meet those objectives and requirements based on knowledge of the Customer, CX, and contact center best practices, and the Genesys Cloud CX platform.

Responsibilities

Essential Functions

Provides solution consulting and design services on customer projects

Leads and mentors team members on product and process knowledge and contributes to the definition of best practices

Perform 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 customers on best practices and options within the solution platform

Leads Clients through the design of their new system, including collecting and documenting information for users, queues workgroups, call flow configuration, etc.

Collaborates with the C1 Solution Engineers 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, including scheduling meetings, as well as creating agendas and presentations

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

Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase

Qualifications

Required Qualifications

5+ years work related experience with Genesys Cloud CX

Advanced knowledge of Contact Center as a Service(CCaaS) solutions

Advanced understanding of contact center metrics

Experience working in and/or designing a contact center

Ability to work independently with minimal direction

Proficient in all Microsoft Office products, including Outlook, Word, Excel, PowerPoint, Visio, and SharePoint

Desired/Preferred Qualifications

Technical 4-year Bachelor’s degree

Genesys Cloud CX Certifications

Genesys Certified Professional (GCP)

Certified Cloud Partner (CCP)

Other related certifications

Additional Information

C1 BENEFITS* 401(k) Plan (35% match per dollar up to 10%)* Medical Coverage (3 plan options, no network - all providers are covered, includes comprehensive member advocacy; & Kaiser CA plan option)* HSA + Employer Contribution* In-vitro Fertility (treatment coverage)* Dental* Vision* FSA Plans* Pre-tax Commuter Plans* Employer-paid Life Insurance* Employer-paid Short + Long Term Disability* Paid Parental Leave (4 weeks at 100%)* Employee Assistance Plan* Voluntary Life Insurance* Legal/ID Theft Plans* TeleHealth Options * Omada Health (healthy living solution)* Travel Assistance* Business Travel Accident Coverage* Employer-paid Pet Telehealth * Accident Insurance* Critical Illness Insurance* Hospital Indemnity Insurance* Health Advocate* Volunteer Time OffWork EnvironmentAbility 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 EnvironmentPhysical 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/ChangesThis 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 StatementC1 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

$95,000 - $125,000

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.

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Regular Full-Time