Required Contact Center professional services engineer
Job Summary:
The ideal candidate would be an experienced professional services or field application engineer with the relevant skills, who has experience in supporting customer deployments and projects in the Contact Center or Contact Center as a Service areas. They will primarily be responsible for supporting Voca CIC PoCs and deployments, working in close collaboration with the technical subject matter experts, sales engineers and professional services engineers worldwide.
About Voca CIC: One-Screen, AI-first Contact Center Built for Microsoft Teams
Todays modern workplace demands a new approach to customer experience, one that not only empowers agents to enjoy their jobs and provide exceptional service to customers but enables internal business lines to provide top-notch service throughout the organization too.
Voca CIC, a Microsoft-certified lightweight CCaaS with built-in Conversational AI, is designed entirely for Microsoft Teams to unify your customer and employee experience.
With Voca CIC as a Microsoft Teams App, enterprises can consolidate their unified communications and contact center into one-screen, allowing every Microsoft Teams user to become a potential agent.
Voca CIC is a Azure-native integration with Teams and offers a unique mix of contact center and voice
expertise, making it an ideal solution for organizations looking to modernize their CX capabilities with
minimal upfront costs.
Position Description:
Provide ongoing support to onboard potential customers to Contact Center PoCs
Work with existing customers to train, configure and optimize Contact Center flows and scenarios
Support our Sales Engineers worldwide with demo environments and training.
Collaborate with Product Management and Marketing to produce onboarding and training collaterals
Gather field inputs on required features, key product gaps and strongpoints
Diagnose, document and resolve of 2nd/3rd tier issues
Implement delivery and resolution cycle, from responding to initial trouble reports, to reproducing issues in our lab and/or escalating into Engineering as needed, to solution delivery and follow-up
Effectively manage, communicate and follow-up on customer onboarding from A to Z.
Job Summary:
The ideal candidate would be an experienced professional services or field application engineer with the relevant skills, who has experience in supporting customer deployments and projects in the Contact Center or Contact Center as a Service areas. They will primarily be responsible for supporting Voca CIC PoCs and deployments, working in close collaboration with the technical subject matter experts, sales engineers and professional services engineers worldwide.
About Voca CIC: One-Screen, AI-first Contact Center Built for Microsoft Teams
Todays modern workplace demands a new approach to customer experience, one that not only empowers agents to enjoy their jobs and provide exceptional service to customers but enables internal business lines to provide top-notch service throughout the organization too.
Voca CIC, a Microsoft-certified lightweight CCaaS with built-in Conversational AI, is designed entirely for Microsoft Teams to unify your customer and employee experience.
With Voca CIC as a Microsoft Teams App, enterprises can consolidate their unified communications and contact center into one-screen, allowing every Microsoft Teams user to become a potential agent.
Voca CIC is a Azure-native integration with Teams and offers a unique mix of contact center and voice
expertise, making it an ideal solution for organizations looking to modernize their CX capabilities with
minimal upfront costs.
Position Description:
Provide ongoing support to onboard potential customers to Contact Center PoCs
Work with existing customers to train, configure and optimize Contact Center flows and scenarios
Support our Sales Engineers worldwide with demo environments and training.
Collaborate with Product Management and Marketing to produce onboarding and training collaterals
Gather field inputs on required features, key product gaps and strongpoints
Diagnose, document and resolve of 2nd/3rd tier issues
Implement delivery and resolution cycle, from responding to initial trouble reports, to reproducing issues in our lab and/or escalating into Engineering as needed, to solution delivery and follow-up
Effectively manage, communicate and follow-up on customer onboarding from A to Z.
Requirements:
Min. 3 years experience in a customer-facing, Contact Center technical role
Exceptional organizational, troubleshooting, and communication skills, as well as patience, persistence, and a desire to help customers achieve success with our Contact Center solution for Microsoft Teams
Bachelors degree Engineering, Diploma or certification in Telecommunications, Electrical Engineering or Computer Science
In-depth, hands-on experience with Telecommunications (e.g. Voice & UC technologies, Data networking equipment, PSTN protocols, VOIP protocols, TCP/IP, MS Servers infrastructure, etc.)
Experience in working with APIs
Experience with Microsoft Teams Voice – advantage
Experience writing technical and/or training application notes & technical/project documentation
Excellent English written and oral communication skills
Customer and service oriented characteristics with a true customer success mindset.
Min. 3 years experience in a customer-facing, Contact Center technical role
Exceptional organizational, troubleshooting, and communication skills, as well as patience, persistence, and a desire to help customers achieve success with our Contact Center solution for Microsoft Teams
Bachelors degree Engineering, Diploma or certification in Telecommunications, Electrical Engineering or Computer Science
In-depth, hands-on experience with Telecommunications (e.g. Voice & UC technologies, Data networking equipment, PSTN protocols, VOIP protocols, TCP/IP, MS Servers infrastructure, etc.)
Experience in working with APIs
Experience with Microsoft Teams Voice – advantage
Experience writing technical and/or training application notes & technical/project documentation
Excellent English written and oral communication skills
Customer and service oriented characteristics with a true customer success mindset.
This position is open to all candidates.
