Wfo Consultant Job at Sabio Group (Utrecht)

Job 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.

Job Responsibility

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
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

Requirements

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

Nice to have

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

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Wfo Consultant

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