Voice solutions architect delivering end-to end project management, design and implementation of enterprise voice solutions including IVR, cloud based contact centers and intelligent call routing. Consulting with all business functions to deliver cost effective, user centric solutions. Skilled in stakeholder engagement, vendor coordination, and translating business requirements into robust technical solutions, whilst adhering to strict regulatory requirements pharmaceutical standards.
o Migration of contact centers from Legacy platforms to Genesys cloud solutions
o Disentanglement of Consumer Healthcare voice services to comprising of design, project management and implementation of new solutions for shared services, contact center and corporate voice applications.
o Integration of Salesforce and ServiceNow CRM solutions with Genesys cloud contact center.
o Development of Customer Experience Solutions business within the UK, Ireland and Europe for existing and new multi national client accounts.
o Selling a range of services within the Customer Experience Solutions portfolio including: Contact Centre Access (CCA) - Inbound geographic/non geographic access numbers and management portal.
o Hosted services: Network Interactive Voice Response (N-IVR), Network Contact Manager (NCM) based on Genesys Voice Portal and Cisco ICM technologies.
o Cloud services: Flexible Contact Centre (FCC) based on Enghouse and Managed Contact Center (MCC) based on Cisco and Genesys technology platforms.
o Dedicated/Tailored services: Managed Contact Centre Premium (MCCP) based on Cisco UCCE/UCCX, Avaya ACM/AACC/Elite and Genesys technology platforms.
o Consistently meeting and exceeding targets year on year
o Forged business relationships and development through Channel & Partners
o Pipeline development to ensure future revenue growth and pull through business with qualified opportunities.
o Delivery of presentations/marketing collateral to raise awareness and updates on Customer Contact Solutions both internally and externally.
Hybrid: 2 days/week onsite in London