WFO Consultant
Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic WFO Consultant to join our Delivery team.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
We are currently looking for a passionate and enthusiastic WFO Consultant to join our Delivery team.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Key Responsibilities
Act as consultative lead in Sabio WFO deployments – providing functional system expertise which supports the operational goals of our customers, ensuring they are enabled to fully exploit the benefits of the technology. This may take the form of a stand-alone or integrated engagement covering the following types of activities:
• Functional and operational design, implementation and configuration.
• Functional design documentation creation and ownership.
• Solution testing to include functional system testing, E2E Testing, integration testing and UAT support.
• Analysis and benchmarking of solution performance.
• Customer training and knowledge transfer sessions.
Proactive management of customer relationships – providing assistance and guidance to improve their WFO operations.
• End to end operational design of Sabio WFO projects including Functional Workshop delivery, functional requirements capture, authoring and coordination of customer sign-off of design specification documentation.
• Solution configuration in line with completed Solution design documentation, this may be based on your own design or as a result of a handover from a colleague’s design.
• Execution of a comprehensive suite of system, integration and E2E testing to ensure functional adherence of the system to design.
• Supporting the customer either remotely or onsite during the User Acceptance Testing phase of the project. Providing operational advice, knowledge transfer and implementing configurational fixes or workarounds to resolve UAT defects.
• Delivery of functional, end-user customer training sessions on the Sabio WFO solution, this may be in the form of classroom-based training, 121 knowledge transfer sessions or simply responding to functional queries raised from Sabio CBT sessions.
• Supporting the customer either remotely or onsite during the project go live phase. Ensuring a smooth and issue free introduction to the customer’s live use of their new Sabio WFO solution.
• Functional and operational design, implementation and configuration.
• Functional design documentation creation and ownership.
• Solution testing to include functional system testing, E2E Testing, integration testing and UAT support.
• Analysis and benchmarking of solution performance.
• Customer training and knowledge transfer sessions.
Proactive management of customer relationships – providing assistance and guidance to improve their WFO operations.
• End to end operational design of Sabio WFO projects including Functional Workshop delivery, functional requirements capture, authoring and coordination of customer sign-off of design specification documentation.
• Solution configuration in line with completed Solution design documentation, this may be based on your own design or as a result of a handover from a colleague’s design.
• Execution of a comprehensive suite of system, integration and E2E testing to ensure functional adherence of the system to design.
• Supporting the customer either remotely or onsite during the User Acceptance Testing phase of the project. Providing operational advice, knowledge transfer and implementing configurational fixes or workarounds to resolve UAT defects.
• Delivery of functional, end-user customer training sessions on the Sabio WFO solution, this may be in the form of classroom-based training, 121 knowledge transfer sessions or simply responding to functional queries raised from Sabio CBT sessions.
• Supporting the customer either remotely or onsite during the project go live phase. Ensuring a smooth and issue free introduction to the customer’s live use of their new Sabio WFO solution.
Skills Knowledge and Expertise
Required skills, experience & knowledge:
• Experience in the functional design, implementation, testing and training across Verint and Avaya WFO products.
• Would typically have at least 5 years’ functional experience across Verint and Avaya WFO products.
• Strong understanding of contact centre environments.
• Proven problem-solving ability in respect to devising and implementing solutions to complex business problems.
• Presentation delivery at all management levels – both internal and customer facing.
• Good spoken and written English: ability to explain complex issues clearly and in detail.
Desirable skills, experience & knowledge:
• Operational knowledge of Genesys WEM
• Operational knowledge of Amazon FCS
• Operational contact centre experience – preferably in a WFO/ Analytics role.
• Familiarity with software deployment methodologies.
• Experience of working with and managing 3rd party vendors.
• Software and solution troubleshooting experience
• Awareness of Contact Centre industry trends, both operational and technical.
• Experience in the functional design, implementation, testing and training across Verint and Avaya WFO products.
• Would typically have at least 5 years’ functional experience across Verint and Avaya WFO products.
• Strong understanding of contact centre environments.
• Proven problem-solving ability in respect to devising and implementing solutions to complex business problems.
• Presentation delivery at all management levels – both internal and customer facing.
• Good spoken and written English: ability to explain complex issues clearly and in detail.
Desirable skills, experience & knowledge:
• Operational knowledge of Genesys WEM
• Operational knowledge of Amazon FCS
• Operational contact centre experience – preferably in a WFO/ Analytics role.
• Familiarity with software deployment methodologies.
• Experience of working with and managing 3rd party vendors.
• Software and solution troubleshooting experience
• Awareness of Contact Centre industry trends, both operational and technical.
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
