Overview
Voicent is a leader in Cloud based contact center solutions and one of the Bay Area’s fastest growing companies. To complement our rapid growth, we are actively looking for a talented and experienced Implementation Program Manager to join our Professional Services team. In this role, you will be responsible for consultative performance in all areas related to Voicent’s solutions provisioning, implementation, and deployment of technical and business solutions to clients.

The ideal candidate will:

• Lead and manage all aspects of Voicent’s implementation of On Demand contact center software based on best practices and customer requirements
• Enable our customers to attain optimal results from Voicent products by managing their expectations and satisfaction as a top priority

As a key contributor to the Professional Services Team, we are looking for a passionate, self-managed individual who can work well with a cohesive team to help us delight our customers and grow our business.

Key Responsibilities

• Manage all day-to-day operational and tactical aspects of multiple Implementation projects
• Collaborating on Sales proposals
• Generating Statements of Work
• Creating Project Plans
• Eliciting and defining Customer requirements
• Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders.
• Articulate the value of Voicent’s Professional Services through presentations, demonstrations and open discussion with customers and prospects.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Develop materials in-line with the specific Sales and/or Services opportunity requirements.

Required Skills and Experience

• Minimum of 3-5 years in an Implementation (Professional Services), Technical Account Manager or Sales Engineering position - contact center industry experience is highly desired.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Experience managing implementations of Voicent, TDM and/or VoIP contact center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is highly desired.
• Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox) is desired.
• There will be some national and international travel
• BA/BS or equivalent experience is required.
• Must possess a strong combination of project management skills, technical contact center expertise, and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease;
• Able to provide constructive feedback and praise; Able to understand and educate others.
• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and contact center practices – Experience with NICE Monitoring and IEX WFM are a plus.
• Must be strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization.