Aspect Software

Sr. Professional Services Consultant

IN-Bangalore
1 year ago
Req. #
2016-8365
Physical Work Location
Remote
Category
Professional Services
Years Relevant Experience
12+
Job Classification
Fulltime-Regular

Overview

Aspect is a global software and IT services firm specializing in applying Microsoft unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com. Follow Aspect on Twitter at https://twitter.com/aspectsoftware.

Job Description

GENERAL SCOPE & SUMMARY

 

Be a Tech Lead for a team of specialists within the Center of Excellence, who specialize in Aspect specific vertical, product, application or systems portfolio related to Customer Self Service in the Contact Center domain. The role requires responding to the ongoing needs of Aspect customers that include delivery of scripting projects in a timely and an accurate manner. This role is strategically focused and responsible for client satisfaction, maintaining client communication, and management of client relationship, executing on contract terms and conditions and ensuring on-time delivery of projects that support the client’s business.

 

What is Customer Self Service: Customer self-service is a type of electronic support that allows end users to use technology to access information and perform routine tasks without requiring the assistance of a live customer service representative. Customer self-service channels include:- Web Self Service (Facebook, Twitter)- Interactive Voice Response (Phone)- Apps (WeChat, Skype, Jabber)

 

PRIMARY ROLE & RESPONSIBILITIES

  • Develop and deliver on Self Service projects that include engagements requiring varied interpersonal and technical skills
  • Contribute and lead efforts aimed at the growth of self-service practice
  • Adopt Agile methodology in executing Self Service Projects
  • Understand the business requirements and map it to functional specifications and deliver on the same
  • Provide cross-functional expertise for implementation planning, configuration support and Go-Live support
  • Proactively adopt time efficient methodologies for optimal delivery of quality solutions to the customer
  • Track and monitor that the global deliveries happen on time (as per Project Plan) and the team involved have the necessary infrastructure and knowledge in place
  • Take accountability for issues & escalations and ability to finding resolutions within the SLA time
  • Work as a part of the CoE team and help the customer, support resources, team members when needed
  • Learning Aspect products and how they function is a must, should gain the ability to install and test in a Lab/customer environment
  • To learn how Aspects product work in different environments (Cloud, hosted, premise, hybrid), differences, salient features, do’s and don’t’s
  • Coordinate with the cross-functional team located globally and provide relevant product information and technical solutions as needed; To know details of a product early in the development phase
  • Ability to identify problems and be proactive in addressing them
  • Monitor & Manage Source Code
  • Manage and maintain complete documentation of the implementation and related activities
  • Responsible for service delivery management and act as customer liaison for one or more customers
  • Consult with Project Managers on project status and help ensure timely deliverables, manage Project Management activities that involve interaction with company and customer managers and cost/schedule monitoring
  • Ability to prepare easy-to-read reports and present information to various audiences and translate stakeholder requirements into reporting deliverables
  • Travel to customer site (Domestic & International) with timelines that is more work oriented than calendar driven
  • Conduct Knowledge workshops as an SME and contribute to Knowledge creation & augmentation

Technical Skills:

 

• Solid understanding of client-side technologies including, but not limited to JSON, JAVA Script, XML, CSS, HTML, SOAP/WSDL

• Knowledge of Telephony / Networking technologies like SIP, TDM, RTP, TCP/IP, SNMP, DNS

• Stong development experience in .Net programming

• Strong development experience in RDBMS

• Experience in developing projects for Service based industryAdded Advantage

• Experience in standards like W3C Technologies that includes VoiceXML, CCXML

• Experience in Business Intelligence tools like Microstrategy, SAP BO, Cognos

• Experience in Contact Center Solutions especially in IVR ScriptingFunctional Skills

• Independent learner and willing to learn new technologies

• Attention to detail, with ability to produce clear, concise documentation

• Strong Experience in handling international projects

• Ability to work both independently as well as in a team environment.

• Strong multi-tasking skills with exceptional time management skills and ability to function under tight deadlines and pressure.

• Ability to be flexible with respect to working hours, according to operational requirements

• Excellent Communication skills both Written and Verbal

• Proven analytical capabilities with ability to take ownership and be responsible for actions

 

About COE:

 

The APS Centre of Excellence (CoE), is a Professional Services team of Aspect Software that specializes in remote services delivery and providing value added services with a seamless integration of people, process and quality. The CoE follows a proactive approach where the technical, functional resources come together to share knowledge, experience on business transformation, problem resolution and business improvement. CoE specializes in remote services delivery of Aspect Suite of products under Interaction Management, Workforce Optimization & Self-Service, to customers globally. A person joining this team will function in a 24x7 operational mode that involves continuous global deliveries across cross functional platforms and work with tight deadlines, unique deployment scope and customer specific.

 

*LI-AB2

Qualifications

JOB REQUIREMENTS

  • Minimum 7-10 years of relevant experience.
  • 3+ Years in customer facing role
  • Bachelor's degree in relevant field or relevant job experience, MCA.
  • Ability to pass a background and drug screening check.
  • Travel requirements up to 40% annually. After hours work as required.

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