Senior CX Business Consultant

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

HIERARCHY:  CX Senior Business Consultant reports directly to the Software Solutions Practice Director who reports to the Vice President CX Practice who reports to the Managing Director of the Global Digital Transformation division who reports to the Chief Executive Officer.

 PRIMARY DUTIES:

• Plan statements of work, pre-sales calls and project start-up meetings.
• Analyze customer business processes and identify improvement opportunities.
• Collect or identify the best market practices related to the client's challenges.
• Propose recommendations and an action plan related to the initial mandate.
• Write and/or validate the quality of reports delivered to clients.
• Present the results and recommendations to clients.
• Customer accompaniment and support towards the realization of different project phases.
• Advise and influence customers based on industry best business practices.
• Facilitate customer meetings and workshops.
• Document and map current and optimal processes as needed.

COMPENTENCY:

• Background in Contact center environment
• Proven experience in the field of customer contact centers and customer service
• Strong foundational understanding of networking, phone systems and contact center solutions.
• Strong analytical and problem-solving skills
• Ability to cope with stressful situations and maintain a calm and professional demeanor
• Excellent written and verbal communication skills
• Ability to multitask, meet tight deadlines.
• Strong team and client focus, including ability to collaborate with clients.
• Attention to detail and accuracy

REQUIRED EDUCATION:

• 5 years of relevant experience, including 2 in an advisory role (an asset).
• BA or equivalent work experience

EXPERIENCE:

• 5+ years of experience as a Business Analyst, with at least 2 years in contact center or unified communications projects.

TECHNICAL REQUIREMENTS

• Genesys Cloud Contact Center and WEM, required
• Cisco Contact Center Enterprise (UCCE, PCCE), nice to have
• Cisco Contact Center Express (UCCX), nice to have
• Cisco Webex Contact Center, nice to have
• WFO & AQM Products such as Calabrio, Verint, NICE, etc.
  • Gamification Products
  • Speech and IA products
• Microsoft Excel, Word, PowerPoint, Viso, Project

LANGUAGE SKILLS:  Fluency in French and English (oral and written). New Era Customers are more than 80% English-speaking.

PHYSICAL DEMANDS: 

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Repetitive movements such as typing, mouse navigation, and scrolling.
• Ability to hear and comprehend spoken communication, both in person and via remote tools (e.g., phone, video conferencing).
• Ability to see and read computer screens and printed documents, including prolonged periods of screen time and the ability to adjust visual focus as needed.

WORK ENVIRONMENT: This role can be performed remotely from home.

EXPECTED HOURS OF WORK:  Typically, standard business hours Monday through Friday 8:00AM – 5:00PM.

TRAVEL: 0-25%

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Below is the pay range for this remote position. Final compensation will be determined based on the candidate’s qualifications and experience.

Pay Range:
C1,13,000 CAD (Remote – Canada)

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.