Customer Success Consultant

We are looking for a service-minded Customer Success Consultant with strong technical skills to join our client’s team and support the implementation and configuration of a cloud contact center solution for enterprise customers. This is a customer-facing technical role where you will contribute to the delivery, customization, and ongoing support of a modern cloud-based contact center platform.

You’ll work closely with implementation teams and developers to ensure smooth adoption of the product, while also helping to continuously improve the solution based on customer feedback. The role is ideal for someone with an analytical mindset who can translate business requirements into actionable technical designs.

This position offers a valuable opportunity to gain deeper expertise in cloud contact center technologies while working in a dynamic, customer-focused environment.

Responsibilities:

• Work with a project manager, other implementation engineers, and a technical lead in an agile team to take responsibility for the full delivery lifecycle of Buzzeasy cloud contact center solution from the presales analysis phase to the handover to customer support teams.
• Analysis of business processes, user requirements, functional requirements and technical requirements of a cloud contact center project
• Translation of business user requirements into unambiguous technical specifications which are agreed with user and fulfil technical requirements
• Define functional and technical solutions to solve complex client requirements;
• Produce the relevant technical or user documentation for a system
• Participate in meetings with stakeholders: users, project managers, etc.
• Assist project managers in estimating and sizing work;
• Produce regular or ad hoc activity reports and updated planning for future activities
• Provide demonstrations and training to internal and external stakeholders;
• Proactively improve processes to promote better quality and safer deployments;
• On-call availability for the infrastructure and tools we support

• 2-3 years of experience as Customer Success Consultant/Technical Consultant 
• 2-3 years of experience as a Supervisor in a contact center
• Fluent in English
• A customer-first mindset; responsible attitudes towards testing, outcomes, user experience, and ownership
• Keen to learn latest cloud technologies and a self-teaching approach
• Organized and focused on building, delivering results, and communicating across teams.
• Ability to work collaboratively and efficiently, manage a variety of stakeholders at all levels in multi-cultural environment.
• Understanding of the SIP-Protocol and surrounding technologies/protocols like RTP, TLS, experience in installing, configuration, managing SBC’s is an advantage.

• Experience with Azure cloud services provider is an advantage