Contact Centre Solutions Expert

4 days ago

London, Greater London, United Kingdom Node4 Ltd Full time
About the Role

We are seeking a highly skilled Contact Centre Consultant to join our CXM Practice at Node4 Ltd. As a key member of our team, you will be responsible for delivering complex solutions and driving the success of our practice.

Key Responsibilities
  • Support project management teams to 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.
  • Collaborate with client's operations staff to realise innovation and efficiency in their operations.
  • User Training and Adoption:
  • Deliver 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.
Requirements
  • 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 We Offer
  • 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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