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Verint CX/AI Application Consultant Thailand 996907017
25.06.2024
Job Summary
This role will require the flexibility to be comfortable either working with multiple customers across various industry verticals in a short space of time or developing a one on one relationship with a customer to deliver consulting services in a managed service capacity.
Identifying Customers’ Needs
- Work with customers during the pre-sales phase of the customer lifecycle to identify business requirements, needs and pain points
- Map Verint solutions and professional consulting and training services to address their operational and strategic objectives
- Present and advocate for Verint solutions in 1:1, workshop, and conference settings
- Collaborate with Verint customers, colleagues and business partners to recommend and promote Verint solutions
Developing Automation Processes through Verint VoC Customer Solutions
- Scope and design of automated quality forms for process and regulatory compliance and other agent based performance metrics
- Creation of automated quality forms in line with organisation needs
- Conduct change impact analysis and work with organisations to successfully implement automation projects
- Review and optimise clients’ Voice of the Customer program
- Customer Engagement Strategy
- Process Mapping
- Stakeholder Mapping
- Evaluation of the current outputs and their effectiveness
- Capture the current state as a baseline for improvement
- Develop a roadmap for optimisation over the next 12 months
- Develop & measure tangible business results connected with the introduction of Verint solutions
Implementation of the VoC Solution
- Develop business processes that will optimise the utilisation of Verint VoC solutions
- Develop an operational rollout plans to educate, mentor and inspire the usage of Verint VoC solutions
- Review and optimise the effectiveness of the program to deliver measurable business results and RoI
Cultural Influence
- Develop and maintain customer relationships to drive advocacy for Verint and our solutions
- Maintain industry leading knowledge and expertise through skill maintenance and development
- Act at all times to ensure that all issues are handled with integrity (and confidentiality as required).
- Create a work environment that is inclusive and committed to achieving business goals.
- Adhere to, and promote, Verint and client values and goals.
- Ensure that communication is both transparent and two-way where required.
People Specification – Qualifications, Experience, Skills
- 3+ years experience of Contact Centre operations, with a focus on the successful delivery of programs related to customer insights, business analysis, data science or other Customer Experience-related disciplines
- Exposure to some elements of VoC technology including contact centre Quality Monitoring Speech Analytics, Text Analytics, and/or Survey management
- Excellence in delivering solutions-focused presentations, including the ability to handle and mitigate objections
- Experience of working with and influencing customer stakeholders at all levels of the organisation, including up to C-suite level
- Understanding of, and demonstrated experience in, using Adult Learning Principles
- Strong verbal/written communications skills
- Demonstrated ability of business analysis expertise
- High level of computer literacy, including MS Office Products (Project, Visio, Word, Excel) and other productivity tools
- Ability to travel when required
- Bachelor’s Degree in appropriate field or equivalent industry experience
- Demonstrated capability of operating in a customer-focused, customer service/sales-driven environment
- Demonstrated previous experience using Verint Workforce Optimization & Customer Engagement Optimization solutions, or equivalent product sets.
- Superior Business Writing and Documentation skills
- Data Manipulation Tools (SQL, SSRS) highly desirable but not essential
- Ability to work autonomously in a dynamic environment
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