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ConvergeOne Contact Center Solutions Spc in Denver, Colorado

ConvergeOne: 1 Contact, 1 Connection, 1 Choice

ConvergeOne 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 ConvergeOne.

Charged By Greatness video:

https://www.dropbox.com/s/62ewzbd6hglwker/ConvergeOne%20FINAL.mp4?dl=0

The Contact Center Solutions Specialist provides both pre and post-sales support of contact center solutions. This position must be able to assess customer needs and tailor customized solutions to fit the objectives of the customer. The Contact Center Solutions Specialist must be well versed in contact center offering such as contact management, interactive voice response and other self-services capabilities in order to fully meet customer expectations. In conjunction with contact center products, this position must be able to justify costs related to design, implementation, and training. Identify ways to improve call routing efficiency’s

  • Develops and executes solution strategies and business plans that support product growth

  • Acts as visionary and strategist for Contact Center space

  • Consults on design, support, and management of Contact Center solutions

  • Analyzes customer needs, issues, and interests to develop a strategy to achieve business objectives

  • Masters all in-depth knowledge of Contact Center environment in areas of operations, resource management, technical operations, technical systems and multimedia technologies

  • Keeps current on industry changes, participates in organizations directly involved with the Contact Center space and continually works to improve sales techniques and sales knowledge

  • Calls on and works directly with C level executives

  • Reviews, evaluates, and contributes to Scopes of Work

  • Ensures a high market share of contact center products and services by providing direction and information on the products and related services to customers and National Account Managers

  • Develops and maintains technical competency in all contact center products

  • Works independently and as a team member with NAMs, major account support representatives, marketing, services, and purchasing to reach company objectives

  • Masters knowledge of Contact Center technologies such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc.

  • Speaks at public forums as a subject matter expert

Additional Specific Duties and Responsibilities

  • Analyzes and provides direction for Central Region for go-to-market strategy on Customer Experience solutions. Duties may include evaluation of emerging technologies and portfolio fit within ConvergeOne’s general business strategy.

  • Analyzes and provides direction for Central Region on key partner relationships. Duties may include evaluation of current and potential partners of ConvergeOne, building relationships within key partners, working with key partners on go-to-market strategy, working with potential partners and aligning them for on-boarding into ConvergeOne, working with potential partners on go-to-market strategy.

  • Participates in key initiatives within Central region. Duties may include supporting initiatives to improve process, documentation, sales engagement, and support models.

  • Participates with on-boarding and training of Associate Solution Architect (ASA) hires to guide and position the ASA to progress to a full Solution Architect. Duties may also include developing a progression strategy and documentation for developing the ASA.

  • At least 10 years of technical or operational experience

  • At least 16 years of education

  • Well-versed on the current manufacturers and technologies in the Contact Center space

  • Previous experience working in voice, video, data and/or contact center industry is required

  • Excellent verbal and written communication skills

  • Excellent relationship and collaboration skills

  • Excellent presentation skills

  • Proficient at all Microsoft Office products; Outlook, Word, Excel, Visio, etc.

  • Strong technical aptitude is required

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, filing cabinets and fax machines.

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 ConvergeOne.

EEO Statement

ConvergeOne 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. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

The Contact Center Solutions Specialist provides both pre and post-sales support of contact center solutions. This position must be able to assess customer needs and tailor customized solutions to fit the objectives of the customer. The Contact Center Solutions Specialist must be well versed in contact center offering such as contact management, interactive voice response and other self-services capabilities in order to fully meet customer expectations. In conjunction with contact center products, this position must be able to justify costs related to design, implementation, and training. Identify ways to improve call routing efficiency’s

Street: 4700 S. Syracuse

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