Continuous Improvement Lead

EDCi; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Remote work from home

Paid holidays, vacation and sick time

Bring Your Own PC policy

Cell phone reimbursement

Casual dress

Funded training and certifications

Health, dental and vision insurance

401K match

Job summary

EDCi is seeking a Continuous Improvement Lead Consultant to work remotely with our Experience Sales team. You will own strategic accounts, architect world-class solutions, and enable clients to achieve optimal business outcomes.

Ideal candidates bring Genesys Cloud CX experience, development mindset, and a strong service orientation to drive business improvements for North American clients.

Qualifications

• 1+ year experience in Genesys Cloud CX (PureCloud).
• Genesys Cloud CX certification is a plus.
• Knowledge of telephony architecture and Genesys Cloud CX dependencies.
• Experience delivering business operations and/or customer experience initiatives.
• Understand best practices for a service organization.
• Development mindset or hands-on development experience.
• Excellent client service attitude and team focus.

Responsibilities

• Provide white glove support for strategic EDCi clients.
• Lead client continuous improvement on Genesys Cloud platform, including tuning and deployments.
• Analyze complex technical and business issues for fast-paced problem solving.
• Answer client questions related to top contact center platforms.
• Stay current on contact center trends and pain points, and craft solutions.

Skills

Genesys Cloud CX experience

Genesys Cloud CX certification

Telephony architecture knowledge

Business operations delivery

Service organization best practices

Development mindset

Excellent client service

Leadership experience

Business analysis

Job description

⬅ Back to Career Opportunities

Continuous Improvement Lead Consultant

Location: Remote

EDCi provides infrastructure and call center technology services and solutions to clients throughout North America. Through our partnership and certifications with leading technology providers including Citrix, Cisco, Genesys, IBM and Microsoft, our customers receive the highest quality of product and service the industry has to offer.

TheContinuous Improvement Lead Consultantwill serve as a key component on EDCi’s Experience Sales team, taking ownership of strategic client accounts to perform continuous improvement consulting support. This role will closely interact with our sales account managers as well as our customers to help architect world class solutions and enable our customers to achieve optimal business outcomes.

Come join a high-performance team! At EDCi, we are more than just technologists. We are a team passionate about the work we do, and a family dedicated to building on our strengths and improving our challenges both individually and collectively. EDCi is an organization that takes pride in recognizing balance and the importance of family. If you’re a talented professional looking to help lead a cutting-edge growing company and seek a flexible, family-oriented work environment, we want to talk to you!

When you join the EDCi team, you’ll receive many perks, such as:

• Remote work from home
• Paid holidays, vacation and sick time
• Bring Your Own PC Policy
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental and vision insurance
• 401K match
• And much more!

RESPONSIBILITIES:

• Responsible for providing white glove support for strategic EDCi clients.
• Perform project coordinator duties associated with utilizing engineering/AI resources.
• Lead client continuous improvement Genesys Cloud platform support, tuning, and regular feature configuration/deployments.
• Provide in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high-profile problem solving.
• Demonstrating and answering questions to clients, related to our top contact center platforms.
• Strong desire to stay on top of all things happening in contact centers.
• The ability to quickly understand and solution customer pain points.

PRIMARY/ESSENTIAL SKILLS AND QUALIFICATIONS:

• 1+ year experience in Genesys Cloud CX (Purecloud) technology
• Genesys Cloud CX certification is a plus
• Knowledge of telephony architecture and Genesys Cloud CX dependencies
• Experience in delivering business operations and/or customer experience initiatives
• Understand best practices for a service organization
• Development experience and/or mindset
• Excellent client service attitude and team focus

SECONDARY/OPTIONAL SKILLS AND QUALIFICATIONS:

• Healthcare industry background
• Natural language bot flow development experience
• Leadership experience
• Business analysis experience or having been part of transformation projects
• Understand how budgets work along with how to creatively achieve strategic initiatives