Engagement Manager - CCaaS

Eventus Solutions Group; Colorado; Remote; USD 155,000 - 185,000; Full time

Job summary

A leading company is searching for an Engagement Manager to drive strategy and deliver projects that align with client needs. The role involves managing multiple projects, engaging with clients, and fostering a collaborative environment. Candidates should have a strong background in cloud communication technologies, excellent documentation skills, and a bachelor's degree in a related field.

Benefits

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Paid time off

Parental leave

Sick leave

Qualifications

• 10+ years managing cloud/on-premises contact centers.
• 2+ years of CXone experience.
• Familiar with technical challenges of delivering cloud services.

Responsibilities

• Serve as a trusted adviser, ensuring delivery excellence.
• Overall project ownership for Client projects.
• Lead customer requirements sessions.

Skills

Cloud communication platforms

Presentation skills

Documentation

Client engagement

Mentorship

Education

Bachelor’s degree in engineering or computer programming

Tools

CXone

Genesys Cloud

Avaya

Aspect

Amazon Connect

Job description

Engagement Manager

Location:Remote

Travel:Ability to travel up to 50%

Reporting to:Director

Employment:Full Time

Are you an Engagement Manager who has a passion for driving strategy and delivering projects in response to Clients business needs? You are the one that sets the direction, you can anticipate what lies ahead and you understand challenges both operationally and technically thus mitigating future problems or delays. You approach projects with a structured methodology. Managing multiple projects simultaneously doesn’t cause you stress, in fact you are the one who raises your hand for an opportunity to join new and interesting projects that challenge you. Comfortable communicating and presenting solutions to Client project leaders.

At Eventus, we have a strong technical and operational community, and you will become a key contributor. Our toolbox of technologies is vast, and you will be able to work alongside and learn with industry leaders. If you love learning new skills, there are opportunities to work across teams to learn the business and new skills technologies. At Eventus you will have the opportunity to impact a Client’s customer journey from start to finish.

Responsibilities:

• Serve as a trusted adviser to the Client, responsible for delivering industry leading best processes, concepts and technologies while remaining engaged throughout the project to ensure delivery excellence.
• Overall project ownership for Eventus Client projects
• Assist with customer roadmaps and technology assessments
• Lead customer requirements sessions

Qualifications for success

• 10 or more years’ of experience managing cloud and on-premises contact centers communication (ACD) platforms with focus on various digital technologies & solutions within enterprise scale telephony platforms
• 2 or more years CXone experience
• Experience working with Clients
• Documentation and presentation skills (including authoring of PPT)
• Ability to meet tight timelines and budget restraints
• Assist with creating training materials, reference guides, playbooks and more
• Experience working with the sales team to help size Client engagements and develop statements of work.
• Knowledgeable with the technical challenges, benefits and limitations in delivering cloud services for enterprises spanning areas of application, network, carrier routing and/or desktop.
• Industry experience with Genesys Cloud, Avaya, Aspect, Amazon Connect, or other contact center application vendors is highly desired
• Ability and desire to mentor lower-level resources
• Bachelor’s degree in engineering or computer programming preferred.

Applicants can expect to make between $155,000 to $185,0000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education among other factors as required in the job description.

Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law).

“Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [e-mail].”