Responsibilities
- Leads or supports planning activities such as the development of feasibility studies, assessments, concept of operations documents, procurement documents such as requests or proposals, implementation planning documents, and business/data analysis to support ongoing toll systems and operations.
- Provides high level technical tasks and may act as a deputy project or program manager by supporting the delivery of assigned toll projects or programs.
- Supports marketing activities generally as a supporting role for preparation of pursuit materials.
- Has direct client communication on a regular basis in task management or advisory role based on areas of expertise recognized internally.
- Provides quality control for areas of demonstrated expertise.
- Collaborates with cross-functional leads, project managers, stakeholders, and subject matter experts.
Requirements
- Bachelor's degree in Engineering, IT, Accounting/Finance, Planning, Business or related field and 9 years relevant experience or, in lieu of education, 13 years relevant experience
- 8 years technology and operations related consulting experience
- Expertise in CCaaS platforms (e.g., Amazon Connect, NICE CXone, Five9, Genysys, ServiceNow)
- Strong command of applications of Generative AI techniques in customer service environments
- Experience applying AI to enhance customer experience, automation, and service efficiency across contact center operations
Toll Technology Consultant – Operations, CCaaS Specialist in california at Unknown Company
This position is listed as full time and onsite.