Director – Contact Center Solutions 

Position Information

Job Status:  Full Time

Location:  Telecommute

Travel: Less than 45% (Company Paid)

Salary Range:  Base + Potential for Quarterly Individual/Team/MBO Components

Job Summary

The Director of CC Solutions is responsible for cultivating VOX Network Solutions business development with Sales Leadership in the Central Region.  The Director of CC Solutions works closely with manufacturers and VOX ecosystem partners to foster and build new and existing relationships and position VOX Network Solutions Contact Center Solution and Services offerings to help them achieve their business outcome goals and objectives.  Work cross functionally across sales, operations, engineering and support the Director of Contact Center solutions communicates and coordinates across all areas of the VOX business to maintain cohesiveness on activities assigned.

Duties & Responsibilities

Primary Role

    • Pre-Sales Contact Center Consulting:
      • Consultant will provide the following offer positioning to VOX Prospects and Customers:
        • Assessments/Benchmarking
        • VLI & Training Services Positioning
        • Managed Services Positioning
        • Performance Evaluation Positioning
        • Audit Services Positioning
        • Optimization Services Positioning

Secondary Role

        • Coordination of Demo Support for Contact Center and WFO opportunities
        • Assist SA with technical validation of components
        • Help articulate Statement of Services of Contracts
        • Discuss and Position PSO Engineering, Support, Training and Managed Services Offerings
        • Assist in SOW development at times
        • Support Marketing and Pre-sales events as guest speaker as required

Ongoing Duties

      • Pre-Sales/Design Support for CC opportunities primarily in the central region but gap coverage in other regions as needed

Requirements & Qualifications

  • 10+ years of consulting within the Contact Center environment
  • ACD
  • Routing/Reporting
  • IVE – Interactive Voice Response
  • CTI – Computer Telephony Integration
  • Display Solutions
  • Agent User Experience
    • Hard and Soft Devices
  • Call Recording
  • Quality Monitoring
  • WFM
  • Speech Analytics
  • Current Avaya and Cisco Certifications a plus – ability to obtain within 90 days of employment
  • Knowledge of Demo Avaya and Cisco dCloud
  • Bachelor’s degree or equivalent experience e.g. 10+ years of consulting within the Contact Center environment

Benefits

Benefits:  Comprehensive benefit package including Medical, Dental, Vision, LTD, Life, 401(k), Paid Time Off, Paid Holidays

Additional Information

VOX Network Solutions, Inc. is an equal opportunity employer.  All employees must be citizens of the United States or can provide proof of employment eligibility.

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