Responsibilities

• As a key part of the deployment team, work closely with end users to effectively improve solutions performance.
• Carry out important technical gathering to understand customer requirements and plan tasks appropriately.
• Contribute to the entire development lifecycle from design to deployment.
• Ensue that technical development is in line with functional specifications.
• Provide key support to end users with system configuration.
• Create optimal bespoke solutions by using technical and product expertise.
• Collaborate with Project Management and Implementation teams to deliver solutions within the required timeframe.
• Proactively work towards improving customer relationships and experience.
• Act as a trusted technical advisor to customers and ensure they are aware of the business impact of their chosen design.
• Appropriately communicate customer requirements to relevant internal teams.
• Using outstanding product knowledge, provide customers with accurate estimates and define optimal solutions.
• Create and deliver relevant reports and updates to project management teams.
• Assist with change management when needed.

Requirements

• Significant experience in collecting, analysing and understanding business requirements.
• Role relevant education and degree is required.
• Programming skills would be beneficial (C#, CSS, HTML or JavaScript).
• Understanding of and experience with contact centre technologies.
• Skills and ability to work in line with Agile framework.
• Excellent team player.
• Good Windows application server experience (IIS and MSSQL).
• Excellence in proactively finding and solving problems.
• Cisco Contact Centre experience would be highly advantageous.
• Ability to assess requirements and deliver the appropriate solutions.
• Strong and confident communicator both verbal and written.
• Experienced presenter with ability to lead meetings.
• Ability to actively listen and influence.
• Genuine passion for technology and self-development.
• Ability to interpret and deliver business reports to various audiences.
• Customer focused with the ability to build lasting business relationships.
• Excellent interpersonal and relationship building skills.