Director, Contact Center Advisory

This role is integral in attracting and engaging clients through prescriptive solutions and consultative selling that enable clients to level up their contact center strategies to increase customer retention and loyalty. You work with clients throughout the engagement lifecycle to help define their strategy, ensure that the execution is aligned with that strategy and finally measuring the impact of our intervention. 

II. About You

You are a subject matter expert in contact centers - responsible for fulfilling client’s expectations and internally supporting our team with building solutions that can solve meaningful problems. You have a comprehensive understanding of contact center strategy, including org structure, workforce management, technology capabilities, automation, knowledgebases, compliance and analytics across a multitude of industries. You are a leader by nature and a great communicator with the ability to run workshops and build consensus within client stakeholders on their goals and priorities.

III. Primary Responsibilities

• Work with clients across industries to help define their contact center strategy, technology stack, IVR design and workforce management and operating models
• Participate in presales, discovery and QBR settings with customers to drive these initiatives
• Internally, shape capabilities to support you on these advisory initiatives
• Be a subject matter expert to define solutions that A360 can build and take to market
• Coach and mentor our delivery team on subject matter, actively maintaining a knowledge knowledge repository
• Expand knowledge and capabilities into other industries, other facets of marketing and other functions outside marketing
• Ability to be a great leader & teammate by motivating people and ensure accountability and successful results

Go To Market

• Work with our CoI to create advisory offerings that are compelling to clients and can lay the foundation for future project engagements
• Work with marketing to develop sales collateral for advisory offerings

• Create thought leadership content on A360 and public forums that demonstrate your expertise
• Lead in depth business / functional strategic discussions with our clients

• 10+ years leading external, client-facing technical consulting services
• 3+ years developing technology and data driven solutions in a consulting environment
• Knowledge of the Salesforce ecosystem is a plus
• Experience running workshops with CXOs in client organizations
• Experience in technology projects using Agile software development methodologies throughout the whole life cycle is a plus
• Familiarity with products that compete with Salesforce is a plus
• Proven ability to design and optimize business processes and integrate business processes across disparate systems