Technical and Business Account Specialist

Summary

The job is for a Technical and Business Account Specialist at EDCi, a company offering infrastructure and call center technology services. The role involves strategic client account management, continuous improvement consulting support, and architecting world-class solutions. The position is remote and offers various benefits.

Requirements

• 1+ year experience in Genesys Cloud CX (Purecloud) technology
• Knowledge of telephony architecture and Genesys Cloud CX dependencies
• Experience in delivering business operations and/or customer experience initiatives
• Understand best practices for a service organization
• Excellent client service attitude and team focus

Responsibilities

• Provide white glove support for strategic EDCi clients
• Perform project coordinator duties associated with utilizing engineering/AI resources
• Lead client continuous improvement platform support, tuning, and regular feature configuration/deployments
• Provide in-depth analysis combining complex technical and business issues
• Demonstrate and answer questions to clients related to our top contact center platforms
• Stay on top of all things happening in contact centers
• Understand and solution customer pain points quickly

Preferred Qualifications

Genesys Could CX certification is a plus

Benefits

• Remote work from home
• Paid holidays, vacation and sick time
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental and vision insurance
• 401K match