Optimize Customer Experiences with Strategic Insight
In today's fast-paced business environment, delivering exceptional customer experiences is crucial for driving growth and revenue. As a Contact Center Solutions Consultant, you will play a pivotal role in helping organizations like ours achieve this goal.
About the Role:
This hybrid position combines pre-sales solutions engineering, strategic consulting, and post-sales business consulting to drive revenue growth and customer success across the Australia and New Zealand markets. You will serve as the primary technical and strategic resource for the ANZ region, supporting the complete customer journey from initial discovery through successful deployment and business outcome realization.
Main Responsibilities:
* Solutions Engineering (40%): Lead technical discovery sessions with late-stage qualified prospects to understand business drivers, technical requirements, and integration needs; Deliver compelling product demonstrations that articulate the value and benefits of our WEM suite to prospects; Create customer-specific design documents, statements of work, and technical architecture plans; Differentiate our solutions against competitive offerings using deep WEM knowledge; Collaborate with ANZ sales teams to develop winning strategies for enterprise opportunities.
* Strategic Consulting - Pre-Sales (40%): Architect and deliver sophisticated proof-of-concept engagements and pilots demonstrating measurable business outcomes; Conduct comprehensive business analysis sessions to uncover key business objectives and quantify potential ROI; Build and present customized demonstrations telling compelling stories specific to customer challenges; Facilitate business transformation workshops focused on workforce optimization best practices; Develop detailed value realization frameworks and success metrics for prospect organizations; Present strategic recommendations and business cases to C-level executives and senior management.
* Business Consulting - Post-Sales (20%): Provide strategic guidance during Calabrio ONE deployments ensuring alignment with promised business outcomes; Monitor and validate deployed solutions deliver anticipated business value and ROI; Recommend configuration adjustments and process improvements to maximize solution effectiveness; Serve as the voice of the customer internally, providing feedback to product management and development teams; Identify and develop opportunities for solution expansion within existing customer base.
Key Requirements:
* Contact Center Expertise: Minimum 10 years of hands-on contact center operations experience with a deep understanding of customer experience challenges.
* WEM Solution Knowledge: Minimum 5 years of experience with Workforce Management and Quality Management solutions (vendor experience preferred but not required).
* Technical Proficiency: Strong understanding of enterprise telephony systems, cloud contact center platforms (Cisco, Avaya, Five9, Amazon Connect), and integration technologies.
* Business Acumen: Proven ability to translate technical capabilities into business outcomes and ROI justification.
* Communication Excellence: Outstanding presentation and demonstration skills engaging audiences from technical staff to C-level executives.
We recognize diversity comes in many forms and strive to foster an inclusive hiring experience. If you qualify under the Americans with Disabilities Act or applicable state law and need reasonable accommodation in the application process, please email us for support.