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.
The Continuous Improvement Lead Consultant will 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.
- 1+ year experience in Genesys Cloud CX (Purecloud) technology
- Genesys Could 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
- 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
Top Skills
What We Do
In September of 1979, Eugene Loftus Higgins opened the doors at Electroline, Inc. Electroline began as a local distributor of electrical wire, cable and specialty products. Over the years, the company grew significantly as a value-added reseller of critical infrastructure tools and services, focusing primarily on power protection and precision cooling for IT equipment. Furthermore, in 1988, Electroline expanded into Electroline Data Communications Incorporated or EDCi. Now, nearly 30 years later, EDCi has grown into an enterprise-wide solution provider, supplying technology- and communications-related products and services to corporations in Wisconsin, across the country AND around the globe.
- Deliver a best in class experience
- Complete our tasks as designed and promised
- Deliver to expectations no matter the size of the task
- Make it easy and fun to do business with us
- See challenges as opportunities to improve
- Integrate people, process and technology
