Business Application Consultant - Contact Center Solutions

Responsibilities:

General Scope & Summary:

- Develops and delivers specific Contact Center solutions through consulting project activities leveraging Aspect products. Possesses a combination of strong industry knowledge, solid technical skills, and expert Aspect product knowledge.

- Responsible for applying expert knowledge of the industry and our products to create a best practice solution that meets and exceeds customers' expectations.

- Technical responsibilities include problem identification and some research for possible causes and solutions. Performance is evaluated based on utilization, (i.e., billable hours), the quality of the results as seen by the level of customer satisfaction, and adherence to project VSOE targets through delivery within the budgeted hours.

- Project management activities include interaction with company and client project managers and cost/schedule monitoring. May participate in sales and proposal presentations in addition to completing ongoing team account activities. Identifies additional product/services opportunities in customer engagement.

- Assists customers in developing basic strategies and programs related to the integration of technology solutions in alignment to business operations.

- Researches and recommends various technology/systems options to optimize a company function or processes. May assist in the development of various financial assessments of technology investments (ROI/ROA, etc.).

- Assists companies in the areas of solutions planning, impact analysis, IT risk assessment while incorporating known regulatory issues.

- Possesses strong interpersonal skills and ability to relate and communicate with all levels of customer contacts.

Primary Role & Responsibilities:

- Deliver profitable, high quality contact center consulting services to Aspect customers assuring that they benefit from our solutions and services.

- Responsible for the implementation, documentation, and on-site deployment of professional services deliverable s to our customers.

- Deliver operational consulting and guidance in the best use of Aspect solutions to meet customers’ business needs.

- Identify and document the customer’s contact center applications, business processes, requirements, and areas for improvement. Develop, document, and present recommendations, solutions, and best practices to ensure optimal benefit from Aspect solutions.

- Self-sufficient in delivering services utilizing two or more Aspect products. Highly skilled in delivering services utilizing two or more Aspect products.

- Ability to participate on customer engagements and internal projects individually or as part of a project team.

- Accountable for making sure that he/she is delivering thoroughly configured and tested products.

- Work closely with project managers or Professional Services management, providing regular updates on project status, issues and opportunities where appropriate.

- Contribute technical ideas and process improvement recommendations to the team.

- Maintain and enhance client relationships and customer satisfaction through professional demeanor and communications.

- Undertake other tasks that may be necessary to create an outstanding environment for the growth of a value-driven company.

Qualifications:

Specialized Knowledge & Skills:

- Demonstrated competency in two or more Aspect core products.

- Demonstrated competency in consulting/professional services experience and/or contact center operational management.

- A general knowledge of overall contact center operations and high degree of knowledge and expertise in one or more contact center business process. (eg. Customer Services, Collections, Sales, Workforce Optimization, etc.).

- An overall understanding of contact center technologies and the role they play in contact center operations.

- Ability to deliver system optimization engagements in contact center environments involving one or more Aspect provided solutions.

- Strong presentation and communication skills with the ability to communicate complex information to customers, peers and internal stake holders.

- Strong customer service and teamwork skills. Professional demeanor to maintain and enhance relationships.

- Independently handles complex aspects of position.

- Ability to resolve a wide range of difficult and complex problems in creative and effective ways while following company objectives, policies and procedures and meeting customer requirements.

- Deliver assignments without considerable direction.

- Ability to develop resolutions to complex problems where analyses of situations or data require an in-depth evaluation of various factors that may not be obvious and the frequent use of creativity.

- Ability to exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.

- Coaching of junior team members or people in different disciplines.