IBM

Contact Center Consultant

IBM

September 14, 2021

Introduction
IBM Application Consultants work directly with our clients on key initiatives. You will have the opportunity to build an in-depth understanding of their business issues and implement organizational strategies that drive adoption of change. We are looking for experts who can build credibility and trust with our clients and provide knowledge that addresses individual and unique business needs.
Your Role and Responsibilities
IBM Contact Center Consultants work directly with our clients on key initiatives. You will have the opportunity to build an in-depth understanding of their business issues and implement organizational strategies that drive adoption of change. We are looking for experts who can build credibility and trust with our clients and provide knowledge that addresses individual and unique business needs.
IBM’s Customer Transformation practice is a global consulting agency that builds digital solutions designed to create results. We specialize in leading contact center and CTI technologies such as Genesys, Cisco UCM, BlueWorx, Verint, and Nuance among others, but our clients come to us for so much more than our technical expertise. We serve a community of future-focused industry leaders dedicated to building the next generation of digital experiences.
We are in search of a motivated Contact Center Consultant to join our growing team. One who will contribute significantly to our clients delivering exceptional experiences for their customers and employees.
The Contact Center Consultant is responsible for translating the client’s business requirements into specific system, application or process designs for large, complex or leading-edge solutions. This includes working with client personnel to identify functional requirements, lead others in the identification, justification, design and implementation of the client’s contact center. Application solutions are based on Contact Center Platforms, Omnichannel Routing, Reporting, Digital and Social Media channels, Computer to Telephony (CTI) and Voice Automation (IVR) technologies.
This role will contribute to the development and delivery of solutions to multiple industries, based on first-hand experience. Candidates will understand the challenges faced by the cloud based solutions today and will be inspired by the opportunity to work in a team to develop new processes and technologies to overcome these challenges. You should have a proven ability to bring consulting experience to Contact Center solutions, particularly industry leading solutions such as Genesys Cloud, Genesys Engage and Cisco UCCE solutions to new and existing accounts.
Required Technical and Professional Expertise
  • Record of delivery with both business & IT organizations
  • Critical Reasoning & Problem Solving
  • Strong Oral & Written Communication Skills
  • Experience with Genesys, Cisco Contact Center, Nuance, Verint, NICE, Five9 or Amazon Connect solutions as a user
  • Have Vendor Certifications

Preferred Technical and Professional Expertise
  • At least 3 years' industry experience;
  • A background in consulting or professional services industries is highly desirable
About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBMWhat matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:
  • 12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.
  • World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.
  • Well-being programs to support mental and physical health.
  • Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).
  • Select educational reimbursement opportunities.
  • Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.
  • Giving and volunteer programs to benefit charitable organizations and local communities.
  • Discounts on retail products, services, and experiences.

We consider qualified applicants with criminal histories, consistent with applicable law.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.