Solutions Consultant

C1 Company Overview
C1: 1 Contact, 1 Connection, 1 Choice
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.

So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.

Summary
Overview
The Solutions Consultant is responsible for designing Genesys solutions and overseeing the implementation of that design. The primary objective of this role is to understand customer objectives and requirements and design solutions that meet those objectives and requirements based on knowledge of the Customer and the Genesys platform. The Solution Consultant is responsible for gathering, analyzing, and clarifying customer requirements and then creating a design, including detailed documentation, to meet those requirements in addition to consulting with customers on best practices.

Responsibilities
Essential Functions

• Provides design services on new and/or existing customer projects
• Performs audits of Client's current contact center environment
• Conducts Discovery and Capability sessions with Clients and collaborates with them to understand their mission, environment, and brand
• Consults with Client regarding best practices and options within the proposed solution platform
• Assists Clients with design for the new system, including collecting and documenting information for users, workgroups, and call flow configuration
• Collaborates with the ConvergeOne Engineer prior to and during the Configuration phase
• Provides cutover/go-live support and assists in troubleshooting efforts
• Participates in Client and internal project meetings as related to designing, testing, and training phases; schedules meetings, creates agendas and presentations
• Consults with Client regarding agent scorecards and customer surveys
• Provides consulting on solution optimization and roadmaps to solve customer problems and achieve customer solution objectives.
• Assists and supports Project Managers in project planning and facilitating Client's understanding of their project responsibilities, requirements, tasks, and action items
• Develops, updates, and maintains implementation deliverables, work products and other documentation
• Participates in internal projects that enhance the quality and/or efficiency of company implementation and/or support services
• Assumes Application Consultant role on projects as needed
• Prepares and conducts Quality Assurance Testing (QAT) and prepares Client for User Acceptance Testing (UAT) phase
• Coordinates the Training phase, to include training material development, scheduling of training sessions, and training room requirements
• Conducts Train the Trainer and/or End-User training, including client applications and voicemail

Qualifications
Required Qualifications

• Intermediate knowledge of contact center software solutions
• Intermediate understanding of contact center metrics
• Experience working in and/or designing a contact center
• Proficient in all Microsoft Office products, including Outlook, Word, Excel, PowerPoint, Visio, and SharePoint

Desired/Preferred Qualifications

• 2-Year College degree in data networking or equivalent industry experience
• Interaction Center Certified Engineer (ICCE), Genesys Certified Associate (GCA), and/or Genesys Certified Professional (GCP), Interaction Dialer Certified Engineer (ICDE), Interaction Center Handler Developer (ICHD), Interaction Optimizer Certified Administrator (IOCA) certifications
• ACA, ACS, CCNA, CCNP, CCIE and other manufacturer certifications are desirable, but not required