Overview
The successful candidate is professional, highly motivated and has the ability to function well in a fast paced, dynamic organization. The Senior Technical Account Manager will play a key role on projects related to advising C-level clients on best practices in contact center and how to implement them. Technical account management experience and dealing with customer satisfaction is particularly valuable, along with solution implementation and sales engineering experience in the premise-based or hosted telecommunications software industry.

Voicent partners with a variety of vendors worldwide to offer a full range of innovative and cost effective solutions customized to meet and exceed client expectations. To accommodate our rapid growth, Voicent is seeking an experienced and motivated Director of Business Development to join our talented team. The ideal individual will demonstrate the ability to function as a strategic thinker, have the capacity to operate within the highest levels of an organization while building and maintaining business relationships that will ultimately drive sales leads and revenue.

The ideal candidate will have in-depth implementation, consulting and/or support experience with one of the following contact center Solutions: Genesys, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel contact center or CosmoCom.

Key Responsibilities

• Manage Enterprise Clients that have purchased Voicent's Premium Support offering
• Manage the day-to-day operational and tactical aspects of multiple customer implementations and escalations; effectively communicate plans, progress and status both internally and to Customer organization
• Implement, troubleshoot and support the Voicent contact center software solutions in a wide array of configurations and customer environments both remotely and on-site
• Partner with Customers to optimize the Voicent contact center software solution
• Articulate the value of Voicent’s Services through presentations, demonstrations and open discussion with customers
• 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

• Must possess strong project management skills
• Must possess strong client management skills
• Must possess strong technical contact center skills
• Must possess excellent customer verbal and written communication skills
• Must possess contact center industry experience
• Must possess a strong understanding of PC and its operating systems, primarily Windows. Linux is a plus.
• Must possess TCP/IP Networking knowledge
• Must Possess a strong practical understanding of VoIP applications and its principles
• Must be an entrepreneurial, self-starter possessing excellent time management skills and be able manage multiple client implementations and sales activities simultaneously.
• Strong knowledge of WAN applications
• Strong knowledge of PBX, ACD, CTI, IVR and other contact center related technology
• 7-9 years of related experience, with a minimum of 3-5 years in a implementation/consulting services, support position and/or sales engineering
• BA/BS or equivalent experience.
• Development experience a plus.
• Experience with SaaS model and applications a plus