Senior CX Solutions Consultant

Company: Bridgepointe Technologies
Location: San Mateo
Posted on: April 10, 2025

Job Description:

JOB DESCRIPTIONThe Solutions Consultant is responsible for managing all aspects of a customer's implementation onto a Contact Center as a Service (CCaaS) cloud platform. The Solutions Consultant will work closely with the client to determine customer contact center processes and technical requirements and will then configure the CCaaS (cloud) platform on behalf of the customer and Platform partner. Configuration includes, but is not limited to, conducting kickoff and Discovery sessions with the client, setting up agents, skills, hours of operations, call flows, routing, CRM integrations, and other services on the vendor platform. In addition, the Solutions Consultant is responsible for training the customer and contact center agents on how to use the system typically through virtual sessions. The Solution Consultant will be responsible for managing multiple client implementations at the same time.
The Solutions Consultant will:
Technical Responsibilities:

• Complete solution design and development for new client implementations, and coordination of changes to existing applications.
• Build the technical configuration as required to implement new clients on a partner's CCaaS/UCaaS (cloud) platform.
• Create ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, queue and other messaging, call recording services, email, chat, SMS, AI and other components of a customer call center platform build.
• Determine third party or client system (client CRM, databases, service platforms) integration requirements and work closely with customers to configure integrations to their new platform.
• Consult with clients on system capabilities, implementation best practices, system training, vendor support services, and processes, and other needs related to the initial platform build and post-implementation vendor support.
• Provide web-based agent and administration training.
• Trouble-shooting problems during the configuration or go-live stages of client implementations.
  Project Responsibilities:
  • Adhere to the methodology required for project implementation.
  • Create and maintain comprehensive project documentation as required by the partner.
  • Delivery of projects on time and within budget and scope.
  • Communicate with Platform Partner Leadership, PPT Practice Leader and management regularly with project status.
  • Develop trust with client leadership and other stakeholders to remove project roadblocks and ensure project success.
  • Work with customers to track work progress and create strategies for risk mitigation and contingency planning.
  • Partner with internal teams such as Project Management, Product, Support, etc. to assure timely delivery of feature requests, bug fixes, and support requests.
  • Have the ability to identify new opportunities to further improve a client's CCaaS/UCaaS platform or Contact Center operation and work with a Senior or Principal Solutions Consultant to position the additional work.
  • Have the ability to successfully manage multiple implementations simultaneously.
    Business Responsibilities:
    • Present a professional image in conduct, attitude, and attire.
    • Contribute to business user needs analysis and business systems design.
    • Deliver on the PPT Solutions culture and brand promise with its key partners and customers.
    • Present a mature demeanor and positive attitude, as well as discretion and sensitivity when interacting with clients.
    • Have an engaging personality, polished verbal and written communication skills, and meticulous attention to detail.
      QUALIFICATIONS & PROFICIENCIES
      • Educational background in the fields of Information Systems, Computer Science or Engineering for technical project managers.
      • 3-5 years of experience in contact center operations or technology, or process management.
      • Strong technical acumen to identify process and technical solutions dynamically to unexpected situations.
      • A passion for helping people solve problems and proven ability to understand technology concepts.
      • Highly organized self-starter that runs towards opportunities.
      • Ability to work cross-functionally in a fast-paced startup environment
      • Ability to solve multiple, complex issues and work multiple projects simultaneously
      • Effective communication skills and experience
        Preferred Competencies:
        • CCaaS/UCaaS platform knowledge
        • Contact center operational experience including knowledge of KPIs, Workforce and Quality Management Fundamentals, Performance and Operations Management, AI (AutoPilot, Chatbot), and Customer Experience Management.
        • Contact Center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience.
        • Experience implementing or integrating with CRMs (Salesforce, MS Dynamics and other) and/or Contact Center Solutions preferred.
        • Implementation experience with cloud-based unified communications platforms or contact centers
        • A consultative approach with the ability to identify areas of additional opportunity with clients to further enhance their CCaaS/UCaaS platform or improve the overall Contact Center operation through other PPT products and services.
        • Client management experience.
          
          BENEFITS
          • Company subsidized Medical, Dental, and Vision Care benefits
          • HSA Plan
          • Short-term and Long-term Disability
          • Company-paid AD&D and Life Insurance
          • Competitive Pay
          • 401k plan
          • Unlimited PTO
          • Flexible and innovative work environmentBridgepointe Technologies, LLC is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.For more information, please send an email to joinBPT@bpt3.net, or visit https://www.bridgepointetechnologies.com/ to learn more about Bridgepointe.
            
            
            
            
            Compensation details: 115000-125000
            
            
            
            PI4be04e07ba55-37248-37340618

Keywords: Bridgepointe Technologies, San Francisco , Senior CX Solutions Consultant, Professions , San Mateo, California