Cx Consultant Lead

6 months ago

Manchester, United Kingdom Gamma Telecom Full time

**Who are we looking for?**

We are seeking a **CX Consultant Lead** to join our Manchester based team. In this role you will play a pivotal part in developing and maintaining a team of CX Consultants who will play a crucial role in supporting our existing customers and collaborating with internal Sales team to scope solutions to our customers problems.

**What will you be doing day-to-day?**
- Collaborate closely with the Customer Success team to empower existing clients, ensuring they fully leverage the capabilities of our SmartAgent product & Amazon Connect.
- Partner with the Sales team to understand prospective customers challenges and formulate comprehensive solution proposals.
- Transform customer problems into defined work packages for handover to the Solution Architecture team, ensuring the alignment of the customers’ needs with our product suite.
- Gather valuable insights from customers challenges and convey these insights to the Product team to guide the development roadmap and feature enhancements.
- Maintain a deep understanding of the latest AWS and Amazon Connect updates and educate clients on best practices to optimise their customer experience.
- Triaging requests for change (RFC) from current customers and briefing Solution Architects / CX Engineers on details.
- Provide support and leadership in the management of CX Consultants, whilst actively developing and maintaining a framework to facilitate the growth of the CX Consultancy team.

**What you’ll need**
- Experience working with AWS or other cloud providers
- Experience within the Contact Centre space
- Experience building and leading a team
- Forming tight scopes
- Commercially aware (SOWs)

**What do we offer?**
- 25 days PTO + bank holidays
- Your birthday off
- Private Medical Insurance
- Electric Vehicle (EV) scheme
- Pension plan
- Enhanced maternity and paternity leave
- Share-save scheme

**A few things to note**
- This is a hybrid role; we require you to be in our Manchester office at least 2 days a week.
- We do not need agency support; we do all our recruitment in house.
- Unfortunately, we can't offer visa sponsorship or relocation support for this role.

Gamma is a leading supplier of Unified Communications as a Service (UCaaS) in the UK, German, Spanish, Polish, and Dutch business markets. We are AIM listed and employs 1650 people. With a range of UCaaS, Mobile, and Connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.

Gamma’s largest market is in the UK where our network-based services are supplied to SME, Public Sector, and Enterprise markets through a network of 1000 channel partners and its own direct sales and support capabilities. In addition, Gamma owns Exactive, a Unified Communications specialist and Microsoft Teams Voice Partner. Mission Labs is part of our team, a well-established UCaaS technology business that has built a reputation for creating technologically advanced solutions and delivering great service to its customers and partners. This enables Gamma to enhance and expand its cloud contact centre (CCaaS) technology as well as accelerating its digital channel strategy.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

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