The role involves engaging customers in a consultative capacity to provide specialized expertise regarding industry standards and best practices within the contact center ecosystem. The individual is responsible for managing customer expectations and satisfaction while recommending ideal product configurations based on specific business requirements. This position requires coordinating internal resources to ensure that desired business outcomes are achieved for clients. The professional will provide technical configuration, guidance, and customized training to customers to support product implementation. Additionally, the role includes serving as an organizational leader who mentors and coaches internal staff. The individual will also conduct business analysis and systems design to drive successful project lifecycles.

Candidates are required to hold a BS or BA degree in a technical or business field, or possess equivalent work experience. The role necessitates over eight years of customer engagement and industry experience, including one to three years in contact center or technical support operations. Additionally, three to five years of specific experience with WFM or IEX in a call center environment is required. Applicants must demonstrate strong consulting capabilities, professional public presence, and the ability to manage client relationships at both executive and front-line levels.