Contact Center Solutions Consultant

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience—where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – the trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers; we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

The Contact Center Solutions Consultant is a hybrid role combining pre-sales solutions engineering, strategic consulting, and post-sales business consulting to drive revenue growth and customer success across the Australia and New Zealand markets. This position serves as the primary technical and strategic resource for the ANZ region, supporting the complete customer journey from initial discovery through successful deployment and business outcome realization.

What you'll be doing:

Solutions Engineering (40%)

• Discovery & Qualification: Lead technical discovery sessions with late stage qualified prospects to understand business drivers, technical requirements, and integration needs
• Solution Demonstrations: Deliver compelling, targeted product demonstrations that clearly articulate the value and benefits of Calabrio's WEM suite to prospects
• Technical Documentation: Create customer-specific design documents, statements of work, and technical architecture plans
• Competitive Positioning: Leverage deep WEM knowledge to differentiate Calabrio solutions against competitive offerings
• Cross-functional Collaboration: Work closely with ANZ sales teams to develop winning strategies for enterprise opportunities

Strategic Consulting - Pre-Sales (40%)

• Proof of Value Design: Architect and deliver sophisticated proof-of-concept engagements and pilots that demonstrate measurable business outcomes
• Deep Discovery: Conduct comprehensive business analysis sessions to uncover key business objectives and quantify potential ROI
• Custom Demonstrations: Build and present highly customized demonstrations that tell compelling stories specific to customer challenges
• Strategic Workshops: Facilitate business transformation workshops focused on workforce optimization best practices
• Value Realization Planning: Develop detailed value realization frameworks and success metrics for prospect organizations
• Executive Engagement: Present strategic recommendations and business cases to C-level executives and senior management

Business Consulting - Post-Sales (20%)

• Implementation Oversight: Provide strategic guidance during Calabrio ONE deployments to ensure alignment with promised business outcomes
• Success Validation: Monitor and validate that deployed solutions are delivering the anticipated business value and ROI
• Optimization Consulting: Recommend configuration adjustments and process improvements to maximize solution effectiveness
• Customer Advocacy: Serve as the voice of the customer internally, providing feedback to product management and development teams
• Expansion Opportunities: Identify and develop opportunities for solution expansion within existing customer base

• Contact Center Expertise: Minimum 10 gears of hands-on contact center operations experience with deep understanding of customer experience challenges
• WEM Solution Knowledge: Minimum 5 gears of experience with Workforce Management and Quality Management solutions (vendor experience preferred but not required)
• Technical Proficiency: Strong understanding of enterprise telephony systems, cloud contact center platforms (Cisco, Avaga, Five9, Amazon Connect), and integration technologies
• Business Acumen: Proven ability to translate technical capabilities into business outcomes and ROI justification
• Communication Excellence: Outstanding presentation and demonstration skills with ability to engage audiences from technical staff to C-level executives

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. ​ Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 9 years in a row, a 2022 certified Great Place to Work UK, named one of BC’s Top Employers for 2023, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.   

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing [email protected]. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. 

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