Position Overview:
- The Associate Professional Services Consultant will be responsible for guiding clients through the successful implementation and adoption of our platform. This role requires a combination of technical expertise, project management skills, and a strong customer-centric approach. The ideal candidate will work closely with clients to understand their business needs, configure and customize our software to meet those needs, and ensure a smooth transition to our platform.
Let's talk about your role and responsibilities:
- Conduct training sessions and workshops for clients to ensure they are fully equipped to use our software effectively. Provide ongoing support and guidance as needed.
- Work closely with clients to understand their business processes and objectives. Provide expert advice on how our software can address their specific needs and challenges.
- Collaborate with the Technical Lead / Project Manager to manage timelines and deliverables to ensure successful implementation within the agreed-upon scope, time, and budget.
- Collaborate with the product and engineering teams to provide feedback on product features, enhancements, and potential issues based on client interactions.
- Develop and maintain strong relationships with clients, acting as a trusted advisor and point of contact throughout the project lifecycle.
- Assist in the creation of project documentation, including functional specifications, user guides, and training materials.
- Troubleshoot and resolve any issues that arise during the implementation process. Work closely with the support team to ensure prompt resolution of client concerns.
- Identify opportunities for upselling or cross-selling additional services and products that could benefit the client's business.
- Participate in post-implementation reviews to assess project success, gather client feedback, and identify areas for improvement.
Let's talk about your skills/expertise:
- Bachelor's degree in Computer Science, Information Technology, Business, or a related discipline.
- 3+ years of experience in Professional Services, consulting, quality assurance, or software implementation roles, preferably within a SaaS or technology environment.
- Hands-on experience with Quality Assurance practices, including test design, execution, and exposure to test automation across voice and/or digital channels.
- Proven technical aptitude, including system configuration and basic integrations using REST APIs (JSON, webhooks).
- Working knowledge of SaaS platforms, cloud technologies, and software implementation best practices.
- Experience delivering technical training, workshops, or enablement sessions to enterprise clients.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
- Self-motivated, detail-oriented, and eager to learn, with a strong customer-centric mindset and problem-solving approach.
- Ability to work effectively both independently and as part of a collaborative, fast-paced team.
Preferred skills and experience
- Strong experience with Contact Centre and CCaaS platforms (e.g. Genesys Cloud, Amazon Connect, NICE inContact), with a solid understanding of contact centre operations and customer interaction flows.
- Exposure to test automation frameworks and CI/CD practices.
- Experience with chatbot or conversational AI platforms (e.g. Dialogflow, Microsoft Bot Framework, IBM Watson, Amazon Lex).
- Understanding of chatbot testing approaches, NLP/NLU concepts, and conversation design best practices.
