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XM Contact Centre Consultant

2 months ago

Eastern England, United Kingdom Node4 Ltd Full time

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.


About the role

Our consultants are key delivery roles. As a Contact Centre Consultant within our CXM Practice you will be being a wealth of contact centre operational experience into the Contact Centre CoE, and you will be a pivotal part of driving the success of the CXM practice CoE. The ideal candidate will have a proven track record of leading and managing teams of consultants, as well as a deep understanding of a wide variety of contact centre solutions. The lead consultant will be responsible for managing projects, overseeing client relationships, and ensuring that all work is completed on time and to the highest quality standards possible.

Lead Consultants report into the head of function within the Power Platform team for support in providing high quality services to Node4 clients and internal business functions. However, you may be required to work across multiple business units including the Office of the Chief Technology Officer, the Specialty Technology Unit, Demand Generation and Managed Services.


Key Responsibilities

Our Customer Engagement Consultants collaborate with customers to understand their unique business challenges and opportunities, helping them to maximise the value of their digital investment – no matter which industry they are in.

As a Contact Centre Consultant, your responsibilities will include the following:

  • Support the project management team to successfully deliver projects from start to finish.
  • Oversee client relationships and ensure client satisfaction.
  • Develop and implement new methods of improving practice and knowledge sharing.
  • Analyse data and develop findings and recommendations based on research results.
  • Communicate results of research to clients or other stakeholders in written reports or presentations
  • Requirements Gathering:
  • Collaborate with business stakeholders to understand their needs and requirements
  • Identify pain points and opportunities for process improvement
  • Solution Design
  • Create tailored solution designs using the Microsoft Dynamics Contact Centre solution coupled with Power Platform and Dynamics 365, considering the client's specific needs.
  • Apply best practice in designing and delivering solutions that also incorporate third party solutions.
  • Contact Centre Operations:
  • Demonstrate a deep understanding of the application of technology within contact centre operations
  • Be able to collaborate with client’s operations staff to realise innovation and efficiency in their operations.
  • User Training and Adoption:
  • Delivery training to End Users and Trainers on D365 Contact Centre functionality and best practice.
  • Promote user adoption through user-centered approaches, evangelizing about the product with your passion for technology and ensuring the solution meets user needs.
  • Solution Testing:
  • Receive/ approve/ review the findings from testing conducted, ensure this is completed to a sufficient standard and that bugs and issues are resolved in a timely manner.
  • Solution Deployment:
  • Plan and execute the deployment of Dynamics 365 Contact Centre solutions in the client's environment, monitor and manage the rollout to ensure a smooth transition.
  • Documentation:
  • Review and approve documentation for configurations, customisations, and processes.
  • Potentially create and maintain documentation on more complex requirements.
  • Ensure that documentation is readily available to the client's team.
  • Stakeholder Communication:
  • Maintain open and clear communication with project stakeholders, including clients and team members.
  • Best Practices and Compliance:
  • Stay up to date with industry best practices and Microsoft's guidelines for Power Platform and Dynamics 365.
  • Ensure that solutions are compliant with relevant regulations and security standards.
  • Bringing your personal energy and enthusiasm to your work for clients and for Node4.


Skills & Qualifications

  • Proven track record of delivering complex solutions.
  • Broad experience of the practical application of contact centre solutions including Inbound Voice, IVR, Automated outbound dialing, non-voice channels, workforce management and QA solutions.
  • Strong leadership skills
  • Ability to work independently and as part of a team.
  • Experience:
  • Hands-on experience is essential. We are looking for individuals with 5+ years of contact centre experience at an end user or partner level within consultancy.
  • Technical Skills:
  • Practical exposure to a wide variety of contact centre technologies and vendors products.
  • Soft Skills:
  • Effective communication skills are essential for interacting with clients, gathering requirements, and explaining technical concepts to non-technical stakeholders.
  • Critical thinking skills to identify and address client needs effectively.
  • Project management skills to manage multiple tasks, meet deadlines, and manage client expectations.
  • Coaching/mentoring and developing other team members.
  • Creation of practice content, technical demonstration, and presentation thereof
  • Industry Knowledge:
  • Depending on the industries you work with, having domain-specific knowledge can be advantageous.


What can we offer you?

  • Hybrid Working
  • Private Medical Insurance or Company Paid Health Cash Plan
  • Employee Assistance Program
  • 25 days holidays plus your birthday off
  • Option to purchase additional holiday (up to 5 days)
  • Company Pension Scheme
  • Life Assurance x 4
  • A diverse workforce
  • Employee investment with Node4 training Academy
  • Family savings and shopping discounts through the Node4 benefits portal.
  • Discounted Gym Membership
  • Modern facilities with open and welcoming breakout areas
  • Company Social events
  • Never ending supply of hot and cold drinks, biscuits, sweets, and fruit


Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.


Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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