Solution Design Consultant
In this role, you will be responsible to successfully design a business communications’ solution for strategic implementation within a customer organization that integrates effectively with the organization’s business processes and influences positively the manner in which the organization communicates both internally and externally.
As a business partner with the customer, the SDC accomplishes this role through:
- Design solution(s) utilizing Interactive Intelligence, Inc. products to address Customer business needs and desires
- Design options for solutions
- Responsible for successful knowledge transfer of solution design to AE and project manager
- Participate in sales presentations/demos with prospects and customers
- Responsible for further design modifications necessitated by further discovery during implementation phase
Core Product Responsibilities:
- Contact Interaction Center (CIC)
- Interaction Dialer
- Interaction Optimizer
- Interaction Recorder
- Interaction Feedback
- Interaction Monitor
- eFAQ
- Messaging Interaction Center (MIC)
- Interaction Process Automation (IPA)
- Integrating Microsoft Windows servers and supporting applications and infrastructure (Active Directory, Exchange, SQL)
- Other ‘Interactive Communications’ product solutions distributed by Company
Key Duties and Responsibilities::
- Works closely with Project Manager, Solution Architects and customer to develop the strategic implementation plan to design and deliver the solution to the customer utilizing both proprietary and open platform systems and custom applications.
- Prepares, designs and documents system design functional specifications and call flows for custom applications. Requires consideration of customer’s communication solution goals and technology environment.
- Conceptualizes and designs functional application solutions with input from customer and company sales staff
- Attends internal and external project meetings as required
- Responsible for communicating design concepts at various stages of sales cycle through to implementation
- Prepares written documentation of design in order to manage system and transition the support relationship for both the customer and internal support (Customer Care Center) use
- Occasionally participates in design, development and delivery of customer workshops
- Provides consulting services as required including analysis of customer’s communication systems and development of written strategic communication assessment including recommendations, scope of work development and effort estimates
- Performs other work-related duties as assigned.
Education and Professional Qualifications:
- 3-5 years of experience in designing Interactive Intelligence products solutions
- 5+ years in computer telephony, business or technology management or a related field
- ICCE, Handler Certification, Dialer Certification, Optimizer Certification, MIC Certification
- Bachelor’s degree in Business Administration, Communications, Information Technology or related field, or equivalent combination of education and experience
- Experience in implementing business applications software for system level or business affecting applications
Knowledge and Experience:
- Design experience in application software/systems (e.g., IVR, workflow, document processing, CRM, etc.).
- Software competency in Visio.
- Previous experience in customer service, either with an internal or external customer.
- Complete understanding and competency with:
- Remote Access Methods & Applications (VPNs, Remote Desktop, Terminal Services, Citrix, etc.)
- Microsoft Office Applications (Outlook, Excel, Word, PowerPoint, Visio, Project)
- Client/Server environments
- LAN/WAN topology and protocols (e.g., TCP/IP, IPX/SPX, Ethernet)
- Microsoft Windows Server, Networking, and Infrastructure applications External Microsoft Windows client/server integration solutions (e.g., MS Exchange/Outlook Server, Lotus Notes server, SQL server)
- Fax servers
- Internet (e.g., ISP, Routers, Firewalls, Security, HTML, Web Chat, web-based applications, etc.)
- Personal computer hardware and software applications
- Basic understanding and ability to navigate in Windows Explorer (folders, directories, sub-directories, and file naming conventions).
- Software competency in MS Office Professional (Excel, Word, Power Point, Access)
- Basic understanding and ability to navigate in MS Outlook (email)
- Ability to travel (approximately 25-40%) and work after business hours occasionally
- Complete understanding and competency with the Internet
- Basic understanding and competency with:
- ODBC compliant database languages or development tools (e.g., SQL, FoxPro, Access, Oracle, Informix)
- Telephony Communication concepts and protocols (e.g., T1, Analog, Digital, ISDN, DID, DNIS/ANI, PBX, Central Office)
- Voice/Call Processing concepts and applications (e.g., ACD, CTI, IVR, Unified Messaging, Speech Recognition, Text-To-Speech, Predictive Dialing, Voice Mail, Auto Attendant, Fax-on-Demand)
General Qualifications:
- Skill in problem diagnosis and resolution. (Root-cause analysis and troubleshooting)
- Skill in gathering information, interpreting needs and preparing recommendations relating to computer system requirements
- Ability to communicate effectively and establish effective working relationships with customers, vendors and business partner
- Ability to exercise initiative, judgment and decision-making
- Ability to plan, organize and set priorities of multiple tasks
- Ability to grasp ideas, concepts and technical information and use this knowledge to prevent or resolve problems
- Excellent verbal and written skills to effectively and professionally interact and present information to peers, customers and management;
- Requires high levels of energy and professional commitment to customer service. Customer Service oriented with the ability to carry out duties and responsibilities in a professional manner at all times
- Self-starter who independently seeks information and resolves problems
- Strong organizational and time management skills
- Ability to manage competing demands or changing priorities in a dynamic, fast-paced environment
- Detail oriented with proven follow-through skills
Other Performance Requirements:
Skill in exercising a high degree of initiative, judgment, discretion, and decision-making. Skill in planning, organizing, problem solving and setting priorities of multiple tasks. Ability to ask probing questions, grasp ideas, concepts and technical information and use this knowledge to prevent or resolve problems. Excellent verbal and written skills to effectively and professionally interact with customers and to present information to peers, customers and management. Effective presentation and training skills. Requires inquisitive nature, high levels of energy and commitment to customer service.
Benefits:
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary and an excellent benefits package with future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
To Apply:
Email resume to HR@altivon.com with the position title as subject line.
EOE
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