Contact Centre Solutions Lead
- Salary Offer Up to £80,000 Per Annum
- Salary Ranges £70.000 ~ £80.000
- Experience Level Senior
- Total Years Experience 5~10
Solution- Pre-sales Contact Centre-Omni-Chanel- Customer Experience- Contact Centre Technology
Contact Centre Solutions Lead-REMOTE
£80,0000 Per Annum + Benefits + Bonus
Remote with some travel
We are currently recruiting for an experienced Contact Centre Solutions Lead to join a rapidly expanding business based remotely with some travel across the UK. You will be responsible for the technical pre-sales activity, and the design and delivery of business-critical digital Customer Experience implementation projects.
- Develop relationships across all areas of the business to enable the delivery of multi-channel Contact Centre solutions.
- Assess As-is and To-be requirements, translate user stories into digital solutions.
- Create contact centre designs and associated costings and bid documentation
- Build and develop prototype or productionised solutions for demo purposes.
- Identify opportunities to leverage new technology into current and future designs.
- Develop requirements into a clear, defined solutions supporting and driving Customer Experience and improving Customer Insight and Analytics.
- Manage multiple workstreams for solution design and delivery and identify opportunities for additional solution sales
- Create proposals and Business development strategy working closely with senior leaders.
- Drive the delivery of project around customer experience from inception to deployment of re-designed processes.
- BPO Consulting expertise is essential, and must have the ability to utilise a quantitative, analytical and problem-solving approach
- Technical and operational delivery of Contact Centre/Customer Experience Projects
- Automation, RPA, Multi-channel Contact Centre channel, front and back-office operations and analytics understanding from a technical perspective
- Design of customer journeys across multiple departments.
- End to end solution delivery within an agile environment for analysis, design and implementation.
- Solid understanding of Contact Centre Technology including cloud based platforms ( Genesys Cloud, NICE InContact, Amazon Connect)
- Experience of technical pre-sales activity, bid writing, proposal development and external client engagement utilising a consultative approach.
If your experience matches the above description please apply for immediate consideration or contact Victoria on 07469857669 or Victoria@wearecmr.com
Project- Contact Centre-Omni-Chanel- Customer Experience- Contact Centre Technology