Note: The job is a remote job and is open to candidates in USA. Quiq is a company focused on enhancing customer engagement through their AI platform, and they are seeking a highly motivated Technical Consultant to join their Professional Services team. In this role, you will guide customers through the implementation and adoption of the Quiq platform, leveraging your technical expertise to transform customer requirements into effective solutions.
Responsibilities
- 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
- Expertly configure the Quiq platform to align with customer requirements, including setting up messaging channels, routing rules, intelligent agent workflows, and integrations
- 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
- 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
- Act as a technical subject matter expert, assisting with troubleshooting and resolving implementation-related issues, escalating to product and engineering teams as needed
- Cultivate strong, trusted relationships with customer stakeholders, becoming their go-to expert for all things Quiq
- Contribute to the refinement of our professional services methodologies, tools, and best practices
Skills
- 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, processes, 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
- Experience with other CRM platforms (e.g., Zendesk, Microsoft Dynamics, Oracle Service Cloud, ServiceNow)
- Knowledge and familiarity with voice and messaging applications
Benefits
- 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
Company Overview