Senior Consultant: Service Design

hace 4 días

Castro, España Konecta A tiempo completo

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Por favor, lea detenidamente la información de esta oferta de empleo para entender exactamente qué se espera de los posibles candidatos. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce. We are seeking a dynamic and technically astute CX Consultant to join our growing team. In this role, you will serve as the technical bridge between our sales team and our clients, driving the adoption of cutting-edge Contact Center as a Service (CCaaS) solutions. Architect high-level solutions primarily on the Genesys platform (Genesys Cloud CX), ensuring alignment with client infrastructure (CRM integrations, WFM, Reporting). Leverage knowledge of the broader CCaaS landscape (specifically Five9 and Amazon Connect) to perform competitive analysis and migration strategies. Handover: Ensure a smooth transition from the sales cycle to the professional services/implementation team by providing detailed architectural documentation. Close the Loop : Drive the evolution of our Service Portfolio by feeding market insights and technical learnings back to the team, effectively closing the feedback loop between Sales and Delivery Experience: 3+ years of experience in a Pre-Sales, Solution Consulting, or Technical Sales role specifically within the Contact Center industry. Genesys Expertise: Deep technical understanding and configuration knowledge of Genesys (Genesys Cloud CX certification is a strong plus). Bilingual proficiency (C1/C2 or Native) in English and Spanish is mandatory. CX/CRM systems: experience with integration of CX/CRM systems Technical Stack: Familiarity with WebRTC, SIP, API integrations (REST), and Cloud platforms (AWS, Azure). xohynlm Experience with conversational AI (Google CCAI, Lex), WFM tools, and CRM integrations (Salesforce, Zendesk, Microsoft Dynamics).

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    hace 2 semanas

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