Uniphore - Solution Consultant - Global Delivery & Services Function - NA/EMEA Region

JOB DESCRIPTION - NA/EMEA Solution Consultant (India based)

About Uniphore :

- Uniphore is the global leader in Conversational Service Automation with offices in the U.S., India and Asia. The Company's vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation. So that every voice, on every call, is truly heard.

Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent.

All in real-time. Conversational Automation & Analytics, Conversational Assistant and Conversational Security elevate how enterprises support and engage their customers, build loyalty and realize efficiencies.

For more information on how Uniphore delivers business value using Conversational Service Automation technologies, please visit www.uniphore.com

Position Details :

Function, Department and team : Global Delivery & Managed Services

Designation : Solution Consultant

Band (1/2/3/45) (Refer Band classification) : Band 2

Reporting Manager : Director of Solution Consulting

Location and Zone : (US, India, JAPAC, UK, Canada) : Bangalore OR Chennai, India

Full time/Contract : Full Time

Role Summary :

As a Solution Consultant in the Global Delivery and Services function, you'll work alongside clients:

- Partner with sales providing functional and technical expertise to both sales professionals and prospects

- Translate strategic direction and business objectives established by clients in the conversation service domain into holistic digital, technology, change management and organization strategies

- Drive business change by developing a keen understanding of the clients business, identifying core focus areas and building trust with business partners.

- Diagnose business processes or organizational problems, and leverage analytical, business process, and technology based solutions

- Drive a rigorous approach to solving problems in the context of conversational analytics and RPA to customer service and experience trends

- Develop innovative answers to complex business and IT challenges - Recommending and implementing changes, and ensuring a successful transition to what's new

Objectives & OKRs :

- Successful implementation of projects and ongoing managed services engagements

- Ensure customer derives expected value and benefit from implementation of Uniphore solutions

- Support customer success by consistently identifying opportunities to leverage insights /datasets/code/models across other business cases

- Achieve client satisfaction and loyalty metrics (i.e. NPS, CSAT, ACW, etc.)

- Drive client loyalty by providing best in class experience

- Deliver projects on-time and within budge

Responsibilities :

- Collaborate with account executives and other cross-functional partners throughout all stages of the sales cycle to help increase clients trust.

- Work with clients to understand their business challenges and formulate business problems - travel to client locations, as per the requirements, for scoping, reviews, workshops, etc.

- Design analytical solutions to client's problems, identify data requirements, deliver results in a time-bound fashion in collaboration with direct and indirect teams

- Work with cross-functional partners based out of global competence center to solve client business problems by translating them into an analytics problem solving framework

- Introduce best practices for end-user adoption of the solution, ensure service delivered in consumed and tangible business value is created

- Present results to senior management through insightful recommendations Client relationship management:

- Build deep client relationship, network & be a thought partner. Anticipate business problems & deliver par excellence

- Actively focus on opportunities to grow the client along with the regional delivery head and account management team

- Commit to continual learning on the ever-changing product and platform ecosystem

Desired Experience/Target Industries/Domain :

Must Have :

- 6+ years experience in solution consulting

- 6+ years of experience or in-depth knowledge and understanding of contact center space, CRM solutions, automated quality assurance, voice and multi-channel analytics including overall value proposition, features, functionality and competitive landscape Experience selling, supporting or contributing to the sales process

- Demonstrated excellent communications skills, both written and spoken, as well as being able to explain complex technical concepts

- Demonstrate strong interpersonal skills and a comfort interacting with clients from the C- suite to marketing managers to technical specialists

- General understanding of analytics and statistics

- Knowledge of visualization tool such as Tableau, Spotfire or equivalent

Nice to have :

- Knowledge of analytical/statistical techniques and their applications; a working knowledge of/experience in SAS, R, Python & advanced analytics/Statistics Techniques such as general linear model, decision trees, linear regression, Bayesian etc

- Domain understanding of Technology, Telecom, e-commerce or Retail & BFSI verticals is a plus

Essential Certifications and Qualifications :

- Bachelor of Science degree in related field

Mandatory Skills :

Business:

- Intellectual curiosity, innovation, business acumen, teamwork, time management, strong critical thinking, analytical and problem solving skills

- Demonstrated excellent communications skills, both written and spoken, as well as being able to explain complex technical concepts

- Demonstrate strong interpersonal skills and a comfort interacting with clients from the Csuite to marketing managers to technical specialists

- Solutions oriented with a high sense of quality, attention to detail, accuracy, efficiency and meeting tight deadlines

Domain:

- Excellent understanding of customer service and experience business processes and associated KPI's and SLAs in the contact center industry

- Good understanding of end to end process in telemarketing, collections, customer service functions

- Experience and expertise in Wealth Management (banking) or Healthcare verticals

Technical:

- Strong understanding of analytical and statistical data

- Demonstrate storytelling skills and the ability to present results of statistical models or complex technological issues in business language

Good to have Skills :

- Basic understanding of relational database design principles

- Degree of Travel Required 20% +/- based on project needs

Any Other aspects of the role :

Preferred Qualifications :

- Strong consulting background and working experience in Big 4 or similar consulting companies

- Solid experience working on problems and solutions related to the contact center domain

- MBA - Master in Business Administration