Senior Implementation Consultant - Chicago, United States - ACLIVITI

Description

Senior Consultant, Deployment

Our Delivery team is seeking a dynamic, self-motivated Senior Consultant to engage in key Delivery workstreams in support of implementing CCaaS capabilities.

We are looking for a motivated individual who loves helping clients translate business goals into technical solutions.

As we grow our contact center professional services, our Senior Consultant of Deployment will work with key stakeholders, vendors, and working team to ensure solution alignment and understanding throughout engagements in support of an exceptional transformational experience for our clients.

Why We're Different:
At ACLIVITI, our purpose is to Create Surprisingly Positive Experiences. We enable leaders to shift paradigms and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.


We are:
A groundbreaking, profitable, IT consulting & professional services firm headquartered in Chicago, IL with a fully remote workforce.
Experts in helping clients find cloud-based, managed IT solutions, that save money and solve problems.
Highly entrepreneurial and passionately focused on solving client issues and building relationships.
Striving to work with cutting edge CCaaS and UCaaS technologies.
A close-knit, professional, fun, hard-working team dedicated to continuous improvement.


Our Clients Are:
Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses.
Interested in a better approach to making decisions and maximizing IT-spend and technology value across their organizations

Diverse – our team works with all client stakeholders across many markets involved in making large transformational IT decisions, not just one decision maker.

How we solve:

Our unique continuous improvement cycle includes Health Checks, CX Roadmaps, APEX, and ongoing Advisory services to align stakeholders, plan realistic goals, ensure the work gets done, and guarantee outcomes.

We Align Stakeholders by engaging IT, Operations, Business, and Finance Executives to ensure complete cross-functional buy-in of the solution, timeline, and outcomes.

We provide a true partner-centric approach that ensures we support our clients before, during, and after their vendor selection and implementation process

We create client-side plans focusing on outcome achievement that accelerates the decision process, and subsequently guides clients through what can be complex, long-cycle deployment programs.

Build board-ready business case models for CCaaS and UCaaS transformation programs that includes 5-year cash flow projections, and thorough ROI analysis and program justification.

The Senior Consultant, Deployment Will:
LMA (Lead – Manage – Accountability)
Lead in your day-to-day responsibilities and work together across the organization to achieve desired outcomes
Manage assigned tasks and objectives from start to finish, accountable to the project and program plan's integrity and budgets
Contribute to the internal development of our practice through participation in areas such as business development, training, marketing content, methodology and toolkit development, and recruiting
Work with leadership to engage in continuous process improvement
Provide unbiased, generalist-level understandings of Gartner Magic Quadrant CCaaS platforms, specifically Leaders, Challengers, and Visionaries

Build Relevant Technology Competency
Support clients with their understanding of platforms and 3rd party capabiltiies by articulating across:
Omni-channel Routing
Customer Analytics
Workforce Engagement
Applicable Marketplace Bolt-on Capabilities (i.e. Security, AI, etc)
Provide platform implementation consultation on CXone and/or Genesys Cloud platforms
Provide platform implementation consultation on UCaaS capabilities as integrated/supporting solutions part of broader, longer-term transformation programs
Continue to review platform, CCaaS, and Contact Center best-practices and release information

Support Implementation Deliverables
Support SPOC technical resource for CCaaS implementations in client programs in support of Senior Manager(s) of Delivery
Support the end-to-end design of enterprise CCaaS technical architecture requirements, including:
Omnichannel routing strategies
ACD/IVR design
API approach and external data integrations
Support and maintain reusable code libraries
Perform and Manage Business Interviews and their associated readouts
Be responsible for estimating and supervising technical resourcing efforts (internal and 3rd party) for all phases of the deployment/implementation project
Review, Guide and Manage client KPIs
Perform Journey Mapping with client to plan their short-term, 1+ year, and 3+> future states
Be responsible for guiding individual and team tasks, deliverables and time management within ACLIVITI's Wrike Project Management Tool
Support and maintain reusable code libraries

Support Client Technical Consultation
Translate business needs into technical strategies, systems solutions and architectural roadmaps
Articulate the operational impacts of technology decisions, and support the education of both technical and non-technical stakeholders around impacts to the business
Manage deployment support of Transformation Services team members in APEX projects providing high-level consultation as needed
Advise on testing strategy and provide input into test plans
Lead PMO/Delivery project proposal development and SOWs, and work with PMO/Delivery teams both internally and externally to develop deployment level of effort estimates, detailed task plans, and implementation timelines

Maintain Deployment Documentation Standards
Support vendor-specific Business Requirements Documentation (BRD) versioning through to client sign-off


Our ideal candidate will:
Bring 2-4 years' experience in CCaaS software design, documenting and implementing enterprise-level clientele
Have experience conducting code reviews and establishing best practices
Have experience with coding languages such as JavaScript, Python, Java, C++
Have experience with Genesys Pure Cloud or NICE CXOne, including other cloud telephony platforms (Five9, Amazon Connect)
Have experience building and managing portfolios of re-usable scripting and development templates
Possess a background in contact center technology and articulate their technical differences and business value to a wide range of audiences
Possess skills in communicating through a variety of mediums with many different audiences and objectives
Have experience and competency with with Microsoft tools (Word, Powerpoint, Excel, Sharepoint, Teams, etc.)
Have experience and competency with vision flows (Visio, Lucid, etc)
Understand and articulates Customer Journey Mapping as input to Business Requirements

You will love our culture if you are:
An ambitious intrapreneur who loves building new things
Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
Comfortable communicating through a variety of mediums with many different audiences and objectives
Great at anticipating and solving problems – individually, internally, and for our clients
An organized self-starter who is always eager to learn something new
Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
A positive force who enjoys working closely with new people and exploring new ideas
Driven by seeing your work have a direct impact

ACLIVITI has a competitive benefits package including:100% coverage of employee health care, vision, and dental insurance
HSA & FSA plans available
Disability & Voluntary Benefits available
401(k) plan with a 4% employer match
Generous variable comp opportunity
Work-from-home monthly incentive
Inclusive remote working environments
Team Lunch-n-learns, monthly events & happy hours

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