Job Description
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 and pharmaceutical standards.
Key responsibilities include:
* Migration of contact centers from Legacy platforms to Genesys cloud solutions
* Disentanglement of Consumer Healthcare voice services, comprising design, project management, and implementation of new solutions for shared services, contact center, and corporate voice applications.
* Integration of Salesforce and ServiceNow CRM solutions with Genesys cloud contact center.
* Development of Customer Experience Solutions business within the UK, Ireland, and Europe for existing and new multi-client accounts.
* 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.
* Hosted services: Network Interactive Voice Response (N-IVR), Network Contact Manager (NCM) based on Genesys Voice Portal and Cisco ICM technologies.
* Cloud services: Flexible Contact Centre (FCC) based on Enghouse and Managed Contact Center (MCC) based on Cisco and Genesys technology platforms.
* Dedicated/Tailored services: Managed Contact Centre Premium (MCCP) based on Cisco UCCE/UCCX, Avaya ACM/AACC/Elite, and Genesys technology platforms.
* Consistently meeting and exceeding targets year on year
* Forged business relationships and development through Channel & Partners
* Pipeline development to ensure future revenue growth and pull-through business with qualified opportunities.
* 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
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