Job description
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Continuous Improvement Lead Consultant
Location: Remote
EDCi provides infrastructure and call center technology services and solutions to clients throughout North America. Through our partnership and certifications with leading technology providers including Citrix, Cisco, Genesys, IBM and Microsoft, our customers receive the highest quality of product and service the industry has to offer.
The Continuous Improvement Lead Consultant will serve as a key component on EDCi’s Experience Sales team, taking ownership of strategic client accounts to perform continuous improvement consulting support. This role will closely interact with our sales account managers as well as our customers to help architect world class solutions and enable our customers to achieve optimal business outcomes.
Come join a high-performance team! At EDCi, we are more than just technologists. We are a team passionate about the work we do, and a family dedicated to building on our strengths and improving our challenges both individually and collectively. EDCi is an organization that takes pride in recognizing balance and the importance of family. If you’re a talented professional looking to help lead a cutting-edge growing company and seek a flexible, family-oriented work environment, we want to talk to you!
When you join the EDCi team, you’ll receive many perks, such as:
Remote work from home
Paid holidays, vacation and sick time
Bring Your Own PC Policy
Cell phone reimbursement
Casual dress
Funded training and certifications
Health, dental and vision insurance
401K match
And much more!
RESPONSIBILITIES:
Responsible for providing white glove support for strategic EDCi clients.
Perform project coordinator duties associated with utilizing engineering/AI resources.
Lead client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments.
Provide in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high-profile problem solving.
Demonstrating and answering questions to clients, related to our top contact center platforms.
Strong desire to stay on top of all things happening in contact centers.
The ability to quickly understand and solution customer pain points.
PRIMARY/ESSENTIAL SKILLS AND QUALIFICATIONS:
1+ year experience in Genesys Cloud CX (Purecloud) technology
Genesys Cloud CX certification is a plus
Knowledge of telephony architecture and Genesys Cloud CX dependencies
Experience in delivering business operations and/or customer experience initiatives
Understand best practices for a service organization
Development experience and/or mindset
Excellent client service attitude and team focus
SECONDARY/OPTIONAL SKILLS AND QUALIFICATIONS:
Healthcare industry background
Natural language bot flow development experience
Leadership experience
Business analysis experience or having been part of transformation projects
Understand how budgets work along with how to creatively achieve strategic initiatives
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.