8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
The Business Value Consultant (BVC) is an expert in contact centre and unified communications technologies, solution connectivity challenges and options, and business processes. They bring first-hand experience from within the contact centre industry, with the ability to apply that understanding to sales engagements and recommend solution designs. This combination of technical and business experience, together with a clear understanding of the product development lifecycle and the broader technology landscape, positions this individual contributor as a trusted advisor to 8x8, the Sales organisation, and the prospect and customer community. The role also supports internal departments across the organisation as a resource and subject matter expert (SME) for both 8x8 products and industry trends.
As part of the Global Sales Team, the BVC provides support on strategic and critical opportunities for prospects. The consultant conducts deep discovery into current business operations and challenges to position the best solution for the customer, and may run sessions to help determine the Return on Investment (ROI) a customer could see after implementing 8x8 solutions, creating a foundation for budgetary and business planning. They contribute to the successful onboarding of potential customers onto the platform while providing best practice guidance on hosted contact centre, unified communications, workforce optimisation, self-service, emerging communication technologies (including AI and its impact on communications), and customer experience. They also support ongoing retention for existing 8x8 customers through deep data analysis and optimisation, sharing data-based recommendations such as configuration changes, better use of underutilised features, or new products and services for the existing deployment. The consultant may provide on-site or remote support for early-stage go/no-go situations, development of strategic opportunities, delivery of on-site sales consulting services for prospects, and subsequent post-visit reports.
The successful BVC must be able to present 8x8 solutions effectively to prospect and customer personnel at varying levels, including C-level, business unit or operations management, and technology professionals. This role is integral to the overall success of the Sales, Solutions Engineering and Customer Success organisations, ensuring a positive customer experience throughout.
Responsibilities
Become an expert in the 8x8 product portfolio including CCaaS, UCaaS CPaaS and AI solutions, and demonstrate solutions as needed to develop and explain the recommended solution architecture.
Develop fluency in new and emerging technology offerings from our Technology Ecosystem Partners.
Support the global sales team on request for strategic or critical opportunities, identifying gaps and red-flag issues that could be barriers to successful implementation or increase the risk of not meeting prospects' expectations.
Work collaboratively with prospects' contact centre teams and business unit leaders to provide change management support, facilitate sound decision-making, review options and considerations in system design, and provide insight into the trade-offs between them.
Engage in contact centre reviews with prospects, examining business processes, current technology strategy and required metrics to collaboratively clarify priorities. Analyse customers' contact centre analytics, processes and metrics to identify gaps, and provide a roadmap of recommendations to move from current state to successful deployment against their strategic objectives.
Provide internal guidance and mentoring across all project areas, including call flow design, workforce management, quality monitoring, key metrics, and the unique dynamics of contact centre operations.
Ensure customers realise maximum value from their investment by driving proper methodologies, processes and best practices across all consulting engagements.
Strengthen credibility as a contact centre and customer experience expert by delivering presentations on contact centre issues for consulting projects, and representing 8x8 at industry conferences and events.
Produce materials such as on-site reports and analysis of results, and contribute to the creation and optimisation of templates for the BVC team.
Stay abreast of current developments in telecommunications, UCaaS, CCaaS, CPaaS, self-service, automation, VoIP technologies, AI solutions and industry trends.
Engage with the Centre of Excellence as the CX consultant for contact centre proof of concepts.
Qualifications
5+ years in a consulting role with CCaaS and UCaaS experience.
5+ years in an operational contact centre role.
Professional consulting experience preferred; internal consulting and collaboration also considered.
Experience in technology sales engineering is an advantage.
Progressive experience in roles of increasing responsibility within contact centre, VoIP or unified communications technology.
Understanding of AI and how to apply it to improve day-to-day efficiency, benefiting the team, the organisation and customers.
Bachelor's degree or equivalent professional experience.
Knowledge of contact centre technology, quality management and workforce management.
Broad understanding of the contact centre market and its trends, including emerging technologies.
Ability to manage multiple projects simultaneously.
Excellent interpersonal skills, demonstrated in a customer-facing environment.
Strong organisational, written and verbal communication skills.
Creative, with the ability to think beyond conventional approaches.
Able to work independently as well as within a team.
Flexibility to accommodate travel requirements.
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