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Implementation Specialist/Technical Consultant

Quiq

Key Facts

Remote From: 
Montana (USA)
Freelance
Senior (5-10 years)
English

Other Skills

  • •
    Training And Development
  • •
    Consulting
  • •
    Troubleshooting (Problem Solving)
  • •
    Accountability
  • •
    Communication
  • •
    Relationship Building
  • •
    Time Management
  • •
    Curiosity
  • •
    Social Skills
  • •
    Presentations
  • •
    Problem Solving

Roles & Responsibilities

  • 5+ years of experience in a Technical Consultant, Solutions Architect, or Implementation Specialist role within a SaaS environment, specifically with contact center solutions designed for large B2C enterprises.
  • Proven experience implementing and configuring complex customer service platforms, including Salesforce Service Cloud deployments, Omni-channel capabilities, and enterprise deployments.
  • Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
  • Deep understanding of APIs and system-level integration, with familiarity with AI agents.

Requirements:

  • Lead requirements gathering sessions with customers, document detailed design specifications, and translate business needs into integration plans for the Quiq platform and related applications.
  • Configure the Quiq platform to align with customer requirements, including messaging channels, routing rules, intelligent agent workflows, and integrations.
  • Provide consultative guidance on best practices to optimize customer experience and operational efficiency, and deliver training for administrators, supervisors, and frontline agents.
  • Troubleshoot implementation issues, escalate to product and engineering as needed, build strong customer relationships, and contribute to the continuous improvement of professional services methodologies.

Job description

The Opportunity:
We are seeking a highly motivated and experienced Technical Consultant to join our growing Professional Services team. In this role, you will be a critical partner to our customers and our AI engineers, project and help guide our customers through the successful implementation and adoption of the Quiq platform. You will leverage your technical expertise and consulting skills to transform customer requirements into tangible, working solutions that drive significant business value.  You’ll configure the Quiq solution and integrate Quiq with common CRM platforms.

What You'll Do:
  • Requirements Gathering & Documentation: Conduct engaging workshops with customers to thoroughly understand their business processes, technical requirements, and desired outcomes for their AI, chat and messaging initiatives. Translate these into detailed design specifications focused on integration of the workflow with the Quiq solution and other applications in the customer’s environment.
  • Solution Configuration: Expertly configure the Quiq platform to align with customer requirements, including setting up messaging channels, routing rules, intelligent agent workflows, and integrations.
  • Consultation & Best Practices: Provide strategic guidance and best practices to customers on optimizing their use of the Quiq platform for maximum impact on customer experience and operational efficiency.
  • Training & Enablement: Develop and deliver comprehensive training sessions for various customer stakeholders, including administrators, contact center supervisors, and frontline agents, ensuring they are proficient in using and managing the Quiq application.
  • Troubleshooting & Support: Act as a technical subject matter expert, assisting with troubleshooting and resolving implementation-related issues, escalating to product and engineering teams as needed.
  • Relationship Building: Cultivate strong, trusted relationships with customer stakeholders, becoming their go-to expert for all things Quiq.
  • Continuous Improvement: Contribute to the refinement of our professional services methodologies, tools, and best practices.

    • What You'll Bring:
  • 5+ years of experience in a similar Technical Consultant, Solutions Architect, or Implementation Specialist role within a SaaS environment, specifically with contact center solutions designed for the largest B2C enterprises.
  • Proven experience implementing and configuring complex customer service platforms.
  • Direct experience with Salesforce Service Cloud implementations, experience in Omni and experience in enterprise deployments.
  • Strong understanding of contact center operations and customer service best practices.
  • Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • Demonstrated ability to lead customer workshops, gather requirements, and design effective solutions.
  • A "can-do" attitude with a strong sense of ownership and accountability.
  • Have a level of curiosity to understand business problems, process and architecture with the ability to architect solutions in the contact center.
  • Ability to manage multiple projects simultaneously and prioritize effectively in a fast-paced environment.
  • Technical aptitude and a curiosity for learning new technologies.
  • Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
  • Familiarity with AI Agents and how they work in a customer service environment.
  • Deep understanding of how API’s and system level integration

    • Bonus Points If You Have:
  • Experience with other CRM platforms (e.g., Zendesk, Microsoft Dynamics, Oracle Service Cloud, ServiceNow).
  • Knowledge and familiarity with voice and messaging applications
    • Benefits and Perks:
    - Market-competitive total compensation package
    - 100% company paid family medical and 100% individual dental and vision insurance coverage
    - Flexible, unlimited vacation policy
    - Stock options
    - Strong company culture
     
    Quiq is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure people feel supported and connected at work. Applicants need to have the authority to work in the US. As we are at an early stage, immigration sponsorship is not available.
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