Contact Centre Solutions Consultan - New York, United States - TheStaffed

Description

Our client, a top tier Management & Strategy Consulting firm if looking for a Contact Centre Solutions Consultant for a top-tier US Bank. As a Contact Centre Solutions Consultant, you will play a pivotal role in project and platform implementations, offering expert support and resolution of issues related to Contact Centre, ACD (Automatic Call Distributor), Workforce Management, Reporting Systems, and other services. You will collaborate closely with internal teams and clients to ensure the successful execution of projects and the seamless functioning of contact centre solutions.

Essential Requirements and Responsibilities :

• Lead and contribute to project implementations, ensuring timely delivery and adherence to quality standards.
• Provide ongoing support for contact center solutions, troubleshooting issues, and implementing preventive measures.
• Utilize expertise in Alvaria or Verint products to optimize system performance and address client requirements effectively.
• Collaborate with clients to understand their business needs and recommend suitable solutions.
• Work closely with cross-functional teams to integrate cloud services and enhance system capabilities.
• Utilize Agile Kanban methodology to manage project tasks and ensure efficient project delivery.
• Perform relational database tasks, including SQL for Verint and Oracle for Alvaria, to extract, manipulate, and analyze data as required.
• Oversee Windows Server administration tasks, ensuring the stability and security of server environments.
• Develop PowerShell scripts to automate system tasks and streamline operational processes.
• Provide expertise in BI reporting tools to generate actionable insights for clients.
• 2+ years of experience in workforce management, with a strong understanding of scheduling and forecasting principles.
• 5+ years of experience with Alvaria or Verint products, including configuration, customization, and troubleshooting.
• 2+ years of experience with contact center solutions for large enterprises, with a focus on enhancing customer experiences.
• Experience with cloud integration is desirable, particularly in implementing solutions within cloud environments.
• Familiarity with Agile Kanban methodology, with at least 3 years of experience in agile project management.
• Basic understanding of relational databases, with 1+ year of experience in SQL and Oracle.
• Extensive experience (5+ years) in Windows Server administration, including installation, configuration, and maintenance.
• Proficiency in PowerShell scripting for automation purposes is advantageous.
• Experience with BI reporting tools is preferred, with at least 1 year of hands-on experience.