Solutions Consultant

8x8 (Nasdaq: EGHT) was selected by Forbes as the 10th best performing stock, 8x8 ranked No. 10 on the Forbes list of 20 Fast Growing Tech Stars. Additionally Forbes selected 8x8 the 23rd best small company based on Growth and Financial Performance, 8x8 Ranks 23rd on Top 100 List and 10th on List of Fast Growing Tech Stars.

8x8 is the one connection businesses need to experience the unique capabilities of advanced VoIP communications. We offer voice, video, mobile and unified communications solutions for small-to medium businesses and distributed enterprises. Our business services integrate advanced phone services, contact center solutions, web conferencing, powerful online productivity tools and flexible service plans. 8x8 services are affordable as well as easy to setup and use.

The Solutions Consultant plays a critical role in bringing the voice and perspective of contact center customers. As part of the Sales Engineering and Deployment Services Organization, the consultants contribute to the successful implementation of new customers on the platform and provide consulting services on contact center best practices to existing and potential customers. This position also supports internal departments across the organization as resource and Subject Matter Expert (SME) for hosted contact center and hosted PBX best practices. Solution Consultants must have broad and deep expertise across the range of contact center management and operational methodologies, processes and best practices. This position is integral for the overall success of the Sales Engineering as well as the Customer Success Organization and providing a positive customer experience.

Major Responsibilities/Activities:

• Support sales and project teams in identifying gaps and red-flag issues that could be barriers to successful implementations and/or put us at risk of not meeting our customer’s expectations.

• Work collaboratively with customers contact center teams on projects providing change management support, facilitating sound decision making process, reviewing various options and considerations in system design, providing insight into pros and cons of options, etc.

• Provide post implementation support through high quality, high value consulting services to customers, resellers and employees supporting our brand image and building strong customer relationships.

• Provide internal guidance and mentoring across all project functional areas i.e., call flow design, workforce management, quality monitoring and program designs, key metrics, and the unique dynamics of contact center operations.

• Analyze customers’ contact center reports, processes, and metrics to identify gaps and provide roadmap of recommendations to migrate from current state to successful achievement of their strategic objectives.

• Ensure customers realize maximum value from their investment by driving proper methodologies, processes, and best practices in all consulting engagements.

• Deliver onsite training on 8x8 products (e.g. Virtual Contact Center, Virtual Office, Virtual Meeting) as needed on projects.

• Strengthen credibility as a contact center expert by delivering presentations on contact center issues for consulting projects and representing the product to customers at industry conferences and events.

Qualifications:

• Bachelor’s Degree in Business Management or equivalent professional experience; Master’s in Business Management preferred

• Professional consulting experience preferred. Internal consulting and collaboration considered.

• Previous experience in progressive roles of responsibility with contact center, VoIP or Telecommunications company or similar technology

• Broad understanding of the contact or call center market Core Competencies:

• Proven excellence with customer facing activities. Must have a passion for creating and delivering customer value.

• Excellent communication (verbal and written), interpersonal and presentation skills.

• Ability to work in a fast-paced environment and willing to address complex problems with minimal direction.

• Proven ability to work as a member of a team to meet critical customer deadlines.

• Proven ability to work creatively and analytically in a problem-solving environment.

• An understanding of technology and its application to business is desired.

• Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues

• High availability telephony

• Proficiency in using hosted contact center applications would be a distinct advantage

To apply, please use the link provided.  If the link does not work, send your resume to jobs AT 8x8.com and include the job title in your response.