Implementation Engineer

What you will be doing:

• Implement customers that have 20+ licenses and/or strategic partners/customers.
• Lead the requirements gathering process using a guided power point deck (both business requirements and technical requirements)
• Ensure requirements are documented and accounted for by completion of the project.
• Provide call center expertise to help provide value and help strategically solve business problems for the contact center.
• Anticipate customer’s call center needs and make recommendations to provide value using the contact center tool.
• Responsible for building out the call flow including the skeleton for API integrations, variables, and payment IVRs.  A technical team will be responsible for inputting the Rest API call information.
• Be the lead coordinator for all tasks including those that are owned by other functional areas.
• Will be responsible for thoroughly testing the IVR prior to releasing to the client for testing.
• Must be a subject matter expert on all aspects of the product including ICR, Dynamic notification, Evaluator, Scheduler, Chat, Email and SMS.
• Assures appropriate integration between project sponsor, project team members, and business stakeholders to identify and address change management efforts
• Will have basic tier one support knowledge and include a Tier 2 technical resource as required.
• Serves as primary contact to senior department managers for projects/change initiatives
• Responsible for leading and driving project communications, initiatives and day-to-day operation activities along with project status reporting.
• Maintains effective working relationships with other groups and departments as needed for the success of the project.
• Facilitate conflict mitigation and risk management
• Responsible for communication plans, presentations, needs assessments, acceptance, and training plans
• Responsible for seat activation and billing
• Responsible for post support up to 30 days
• New Partner Onboarding, account creation and setup
• New Process or Process Change documentation

What you will bring to the role:

• 5-7 years experience as project management.
• Demonstrated project management skills including managing complex, cross-functional project plans for both internal and
   external initiatives
• Project (PMP) certification a plus
• Experience and/or working knowledge of utilizing A.I. tools such as ChatGPT, Claude, or any other relative technologies
• Demonstrated ability to communicate a vision, build relationships and obtain buy-in
• Ability to adapt as business needs change
• Data analysis and problem-solving skills
• Demonstrated organization and planning skills
• Demonstrated strong leadership skills
• Negotiation and conflict management skills a must
• Influencing skills and respect within the organization, putting on your consulting and/or sales hat
• Ability to manage multiple tasks in a fast-paced environment
• Demonstrated excellent written and oral communication and group presentation skills
• Experience presenting dashboards to share status, opportunities, and risks to success criteria
• Proficiency in use of Microsoft products: Word, Excel, PowerPoint, and Outlook
• Ability to travel 25% of the time (average will likely be less than 10% of the time)

Diversity, Inclusion, and Equal Opportunity