Principal Consultant (Contact Centre/CX)
On site
London, United Kingdom
Full Time
20-11-2024
Job Specifications
Principal Consultant (Contact Centre/CX)
This critical role is an exciting opportunity for an experienced CX focused specialist to play a pivotal part in designing & implementing advanced contact centre & unified communications environments to ensure customer interaction & operational efficiency. In this role, you will be leading the architectural design, strategy, and implementation of innovate solutions to help drive business value and improve customer engagement.
Role Details:
Permanent
Remote/ad hoc travel to London
Up to £120,000 (DOE)
Responsibilities:
Lead the design and implementation of robust contact center and unified communications solutions
Develop and maintain architectural blueprints, ensuring alignment with organizational goals and industry best practices.
Collaborate with executive leadership and stakeholders to define the technology strategy and roadmap for contact centres and unified communications.
Guide the technical team in the Omnichannel integrations including any VOIP, SIP, and session border controllers (SBCs) to enhance communication capabilities.
Oversee CRM integrations (eg, Salesforce, ServiceNow, SAP) to ensure seamless data flow and customer experience.
Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
Skills/Experience Required:
Minimum of 8 years experience in solutions architecture or practice leadership within contact center and unified communications environments.
Proven expertise in contact centre NICE CX One technology and familiarity with Genesys Pure Cloud or similar platforms.
Strong understanding of VOIP, SIP, and related protocols.
Experience with session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes,and Avaya.
Solid knowledge of workforce management tools and AI technologies to enhance customer interactions.
Experience in managing CRM systems and ensuring seamless integration within contact center solutions.
To be considered, please ensure you complete your application on the Computappoint website.
Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Principal Consultant (Contact Centre) | Permanent | Remote | London | £120,000
About the Company
With over 25 years of experience our recruiters know the industry back to front and inside out. Our success has come from their ability to be able to source not just excellent candidates but the right candidates. We are a driven and focused team with a winning formula for success based on three components; honesty, integrity and professionalism, values that are upheld by every employee. Our ethos has led to us developing many long-standing relationships with many clients and candidates alike in an ever-expanding network of ... Know more
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