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Contact Centre Solutions Expert
2 months ago
We are seeking a highly skilled Contact Centre Consultant to join our CXM Practice team at Node4 Ltd. As a key member of our team, you will be responsible for delivering high-quality contact centre solutions to our clients, leveraging your expertise in contact centre operations, technology, and best practices.
Key Responsibilities- Support project management teams to deliver projects from start to finish, ensuring timely and high-quality results.
- Analyse data and develop findings and recommendations based on research results, driving business growth and improvement.
- Create tailored solution designs using Microsoft Dynamics Contact Centre, Power Platform, and Dynamics 365, considering client-specific needs and goals.
- Lead contact centre operations, demonstrating a deep understanding of technology applications and driving process improvements.
- Develop and deliver training to end-users and trainers on D365 Contact Centre functionality and best practices.
- Ensure solution testing is completed to a sufficient standard, resolving bugs and issues in a timely manner.
- Plan and execute the deployment of Dynamics 365 Contact Centre solutions, monitoring and managing the rollout for a smooth transition.
- Maintain open and clear communication with project stakeholders, including clients and team members.
- Stay up-to-date with industry best practices and Microsoft's guidelines for Power Platform and Dynamics 365.
- 5+ years of contact centre experience at an end-user or partner level within consultancy.
- Practical exposure to a wide variety of contact centre technologies and vendors' products.
- 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 demonstrations, and presentations.
- Hybrid working arrangements.
- Private medical insurance or company-paid health cash plan.
- Employee assistance program.
- 25 days' holiday plus your birthday off.
- Option to purchase additional holiday (up to 5 days).
- Company pension scheme.
- Life assurance x 4.
- 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.
