Contact Center Implementation Manager
Join our team & earn up to 75K/month
If you’re the best at what you do, come work at RingCentral. Join a billion-dollar company that’s growing every year with a collaborative and diverse culture. Make this your best move. Apply now to be our #RingCentral #ContactCenterImplementationManager today!
Acquire BPO is currently looking for Contact Center Implementation Manager to support us, RingCentral
The Implementation Manager at RingCentral will play a key role in planning and development and functions of our contact center. This role will drive implementation of InContact Studio and Central functionality within new Contact Center designs, builds and training.
Key Responsibilities:
Manage the implementation of Contact Centre projects, ensuring that all tasks are completed on-time and within budget
Handle multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction
Complete customer facing documentation throughout the implementation process- such as meeting presentations, business requirements documents, sign-off agreements, etc.
Assess solution specifications in light of customer requirements and recommend solution designs and changes that optimize value for both the customer and Ring Central
Develop and manage a project plan by setting proper timelines for project tasks including requirements gathering, configuration, product training, solution testing, and production rollout.
Key Requirements:
Minimum of 2 years of experience in a Professional Services Implementation position - Contact Centre industry experience is a must.
Excellent verbal and written communication skills (English minimum)
Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Comms and Contact Centre practices
Working knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Velocify etc) is desired.
BA/BS in a technical discipline or equivalent experience is required.
Essential Skills:
Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously
Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
Strong trouble shooting and problem-solving skills
Experience in supporting global customers in multiple geographies
Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
Working knowledge on Java and HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices
Must be a strategic thinker; able to understand the ‘Big-Picture”; able to think quickly and adeptly while solving complex problems
Willing to work a schedule that supports customers in global time zonesWhat we offer:
What we offer:
We offer all the work/life benefits you could ever want, (and none of the micromanagement.)
Flexible work arrangement (Hyrbid Set Up)
Comprehensive HMO package (medical and dental)
Personal Time Off Leaves
Quarterly Performance Bonus
Employee Assistance and Wellness Programs