WFO Consultant
Department: Delivery
Employment Type: Full Time
Location: Cape Town
Reporting To: Davie Erskine
Description
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.
