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Milpitas

    Implementation Manager for Contact Centers - Milpitas, United States - Eltropy

    Eltropy
    Eltropy Milpitas, United States

    3 weeks ago

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    Description

    Job Description

    Job DescriptionSalary:

    As a leading FinTech in the Bay Area, Eltropy has grown at an average of 134% over the last 5 years and now serves more than 600 CFI customers in the U.S. With its unified digital communications platform, GenAI and cross-sell/up-sell opportunities Eltropy is expected to maintain its leadership position for years to come.

    We are looking for an Implementation Manager for Contact Centers to join our team.

    PRIMARY REQUIREMENTS:

    -5+ years experience leading customers through CCaaS and SaaS implementation projects

    -Examples of successful enterprise CCaaS go-lives, referenceable customers, and accelerated Time to Value

    -CCaaS and ACD expertise and experience (Genesys, NICE, Five9, Talkdesk, RingCentral) in both configuration and integrations (SIP, APIs, etc.)

    -Highly desired - core banking systems (Symitar, Corelation, DNA), Conversational AI (Voice and Chat), Financial Services SaaS and IT networking experience.

    RESPONSIBILITIES:

    Project-manage some of our most complex customer implementations
    Lead multiple concurrent customer implementations of:
    Eltropy's platform
    integrations with Genesys, NICE, Five9, Talkdesk, RingCentral and other contact-center and digital voice systems
    -Accelerate implementations by developing and using automation, documentation, and recorded trainings
    -Troubleshoot implementation issues in concert with technical experts and drive fixes needed for go-lives.
    Educate customers and colleagues on financial service use-cases
    -Learn all use cases applicable to each assigned customer
    -Learn all released Eltropy communication, AI and integration products to a level at which you can demo them and train customers to implement and use them
    -Learn fundamentals of Community Financial Services - lending, savings, member/consumer growth, compliance, security, technology vendors, share of wallet, etc.
    Train customers at scale
    -Record e-webinars to train customers how to implement all of Eltropy's contact center voice and chat products
    -Customize training content and deliver it for specific customers when needed
    Improve the product
    -Drive onboarding customers' product-, technology- and service needs internally within Eltropy.
    -During implementation, advocate internally on behalf of the customer to ensure that the user experience of customers' employees (Users) and consumers (Contacts) is simple, effective, intuitive, user-friendly and flawless
    Ensure information security
    -Adhere strictly to Eltropy's policies and procedures related to security, confidentiality, availability and privacy
    -Attend all trainings and awareness sessions related to security
    -Report security events and incidents promptly through available channels of Eltropy
    -Adhere to approval and authorization processes while handling, accessing, sharing, storing or processing Eltropy's confidential information or data or personal data or customer information
    -Responsibly and accountably handle sensitive information, protect access credentials, and manage data and information

    OVERVIEW: Onboarding new Eltropy customers' contact centers quickly and smoothly is key to ensuring world-class customer experience and time-to-value. Similarly, automating financial conversations with consumers using AI and integrating with CCaaS, core banking, online banking, marketing automation, collections, and loan origination systems provides critical strategic advantages to Eltropy and immense value to our financial-institution customers. The Implementation Manager utilizes strong project management, technical problem solving, negotiation and customer experience skills to:

    • onboard new customers and users
    • design, test and bring live contact center solutions (voice, chat and video)
    • explain, implement, test and bring live our most complex integration

    About Eltropy )

    Eltropy is a rocket ship FinTech on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

    Eltropy Values:

    • Customers are our North Star
    • No Fear - Tell the truth
    • Team of Owners of Owners

    Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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