Implementation Consultant
Job Summary:
Working within the Professional Services organization, the Implementation Consultant is responsible for design, implementation, and daily on going support & administration of our call center clients utilizing SoundBite technology. Focus is upon working with Program & Project Managers in building client retention, loyalty, and overall satisfaction with our service programs.
Key Functions/Responsbilities:
- Convert written scripts and recorded audio into XML files that define call flow/logic.
- Set up, manage, and monitor calling campaigns.
- Provide customized reporting and other documentation tailored specifically to meet each clients' needs
- Proactively anticipate and be responsive to customer inquiries via email and telephone.
- Assist in the development of methodologies, tools, and templates to support process improvement.
Qualifications:
Education and Experience:- Bachelors Degree,
- 2 to 5 years CRM and/or Call Center solutions implementation experience as a functional consultation.
- Technical abilities involving XML, HTML, FTP and PGP as well as Excel and Access.
The Implementation Consultant will be a professional who thrives in a fast paced, entrepreneurial environment and has a successful track record meeting and exceeding client expectations.
- Careful attention to detail, while managing multiple client requirements.
- Ability to collaborate in discussions that assist in defining detailed client requirements and manage delivery expectations.
- Creative thinker who can fully understand client's business objectives and apply appropriate solutions and present alternatives.
- Excellent technical problem solving ability.
- Solid technical orientation with strong skills and experience with XML, HTML, FTP and PGP as well as Excel and Access.
- Willingness to work flexible hours including some evenings and weekends.
- Available to provide stand-by coverage after hours and weekends.
- This position requires minimal travel
This position description is intended to describe the general nature and level of work of this position, and is not an exhaustive list of all responsibilities, duties, and skills required of individuals in this role.
Contact Information:
For immediate consideration, Please apply on line or by sending your cover letter and resume to: careers@soundbite.com and reference Implementation Consultant in the subject line of your email.
No agency responses will be considered.
SoundBite is an Equal Opportunity Employer.