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Senior Contact Centre Consultant
2 months ago
We are seeking a highly skilled and experienced 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 services to our clients and internal business functions.
Key Responsibilities- Support the project management team to successfully deliver projects from start to finish.
- Analyse data and develop findings and recommendations based on research results.
- Create tailored solution designs using the Microsoft Dynamics Contact Centre solution coupled with Power Platform and Dynamics 365, considering the client's specific needs.
- Contact Centre Operations:
- Demonstrate a deep understanding of the application of technology within contact centre operations.
- User Training and Adoption:
- Delivery training to End Users and Trainers on D365 Contact Centre functionality and best practice.
- 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.
- Review and approve documentation for configurations, customisations, and processes.
- 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.
- 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.
- 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 demonstration, and presentation thereof.
- 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
- 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
