The Role
Lead functional Sabio WFO deployments: design, configure, test (functional, integration, E2E, UAT), deliver training, transfer knowledge, and manage customer relationships to optimize WFO operations.
Summary Generated by Built In
Act as consultative lead in Sabio WFO deployments – providing functional system expertise which supports the operational goals of our customers, ensuring they are enabled to fully exploit the benefits of the technology. This may take the form of a stand-alone or integrated engagement covering the following types of activities:
- Functional and operational design, implementation and configuration.
- Functional design documentation creation and ownership.
- Solution testing to include functional system testing, E2E Testing, integration testing and UAT support.
- Analysis and benchmarking of solution performance.
- Customer training and knowledge transfer sessions.
Proactive management of customer relationships – providing assistance and guidance to improve their WFO operations.
Key Responsibilities
- End to end operational design of Sabio WFO projects including Functional Workshop delivery, functional requirements capture, authoring and coordination of customer sign-off of design specification documentation.
- Solution configuration in line with completed Solution design documentation, this may be based on your own design or as a result of a handover from a colleague’s design.
- Execution of a comprehensive suite of system, integration and E2E testing to ensure functional adherence of the system to design.
- Supporting the customer either remotely or onsite during the User Acceptance Testing phase of the project. Providing operational advice, knowledge transfer and implementing configurational fixes or workarounds to resolve UAT defects.
- Delivery of functional, end-user customer training sessions on the Sabio WFO solution, this may be in the form of classroom-based training, 121 knowledge transfer sessions or simply responding to functional queries raised from Sabio CBT sessions.
- Supporting the customer either remotely or onsite during the project go live phase. Ensuring a smooth and issue free introduction to the customer’s live use of their new Sabio WFO solution.
Skills, Knowledge & Expertise
Required skills, experience & knowledge:
- Would typically have at least 5 years’ functional experience in either Verint, Avaya, Genesys or Amazon WFO products.
- Strong understanding of contact centre environments.
- Proven problem-solving ability in respect to devising and implementing solutions to complex business problems.
- Presentation delivery at all management levels – both internal and customer facing.
- Good spoken and written English: ability to explain complex issues clearly and in detail.
Desirable skills, experience & knowledge:
- Operational contact centre experience – preferably in a WFO/ Analytics role.
- Familiarity with software deployment methodologies.
- Experience of working with and managing 3rd party vendors.
- Software and solution troubleshooting experience
- Awareness of Contact Centre industry trends, both operational and technical.
About
THE DIGITAL CX TRANSFORMATION COMPANYWhy Sabio? We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.At Sabio, we are devoted to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation. We are committed to being an equal opportunity employer that not only values but celebrates diversity and inclusion. We firmly stand against discrimination based on factors such as race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, and disability status. If you need accommodations, additional support and/or have any specific requirements, we invite you to reach out to our talent team directly: [email protected]
Skills Required
- At least 5 years functional experience in Verint, Avaya, Genesys or Amazon WFO products.
- Strong understanding of contact centre environments.
- Functional and operational design, implementation and configuration experience for WFO solutions.
- Solution testing experience including functional system testing, integration testing, E2E testing and UAT support.
- Experience delivering customer training and knowledge transfer sessions.
- Proven problem-solving ability to devise and implement solutions to complex business problems.
- Presentation delivery skills at all management levels, internal and customer-facing.
- Good spoken and written English with ability to explain complex issues clearly.
- Operational contact centre experience, preferably in a WFO/Analytics role.
- Familiarity with software deployment methodologies.
- Experience working with and managing 3rd party vendors.
- Software and solution troubleshooting experience.
- Awareness of contact centre industry trends, operational and technical.
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The Company
What We Do
We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences. Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
