Solutions Engineer

• Provides design services on new and/or existing customer projects
• Performs audits of Client’s current contact center environment
• Conducts Discovery and Capability sessions with Clients and collaborates with them to understand their mission, environment, and brand
• Consults with Client regarding best practices and options within the proposed solution platform
• Assists Clients with design for the new system, including collecting and documenting information for users, workgroups, and call flow configuration
• Collaborates with the C1 Engineer prior to and during the Configuration phase
• Provides cutover/go-live support and assists in troubleshooting efforts
• Participates in Client and internal project meetings as related to designing, testing, and training phases; schedules meetings, creates agendas and presentations
• Consults with Client regarding agent scorecards and customer surveys
• Provides consulting on solution optimization and roadmaps to solve customer problems and achieve customer solution objectives.
• Assists and supports Project Managers in project planning and facilitating Client’s understanding of their project responsibilities, requirements, tasks, and action items
• Develops, updates, and maintains implementation deliverables, work products and other documentation
• Participates in internal projects that enhance the quality and/or efficiency of company implementation and/or support services
• Assumes Application Consultant role on projects as needed
• Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase
• Coordinates the Training phase, to include training material development, scheduling of training sessions, and training room requirements
• Conducts Train the Trainer and/or End-User training, including client applications and voicemail

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