Careers

Sabio Group

WFO Implementation Consultant

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. 
The successful applicant will be responsible for ensuring the effectiveness of Sabio solution deployments, providing functional consultation and best practice recommendations.

Many of the deliverables in this role will take place at customer sites (both domestic and international) and may take place outside of standard office hours. Therefore, a willingness to travel and an acceptance of occasional out of hours/weekend work is essential.
  • Proactive management of customer relationships – providing assistance and guidance to improve their WFO operations. 
  • The successful applicant will be responsible for ensuring the effectiveness of Sabio solution deployments, providing functional consultation and best practice recommendations.
  • Many of the deliverables in this role will take place at customer sites (both domestic and international) and may take place outside of standard office hours. Therefore, a willingness to travel and an acceptance of occasional out of hours/weekend work is essential.

Key Responsibilities

  • 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.
  • Out with the standard project delivery items above there are a number of activities that the successful candidate may be involved in dependant on the scope and boundaries of the agreed project deliverables.  This may include but is not limited to Design and configuration of Proof of Concept solutions/Functional vendor escalation management/internal training material development.

Skills Knowledge and Expertise

  • Experience in the functional design, implementation, testing and training across the following VERINT and AVAYA products:
  • VERINT/AVAYA Workforce Management
  • VERINT/AVAYA Interactions/ Quality Monitoring
  • Would typically have at least 5 years’ functional experience across AVAYA/VERINT product suite.
  • 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:
  • Experience in the functional design, implementation, system testing and training across the following VERINT and AVAYA products
  • VERINT/AVAYA Speech Analytics (SA)
  • VERINT/AVAYA Desktop and Process Analytics (DPA)
  • VERINT/AVAYA Performance Management
  • VERINT/AVAYA Coaching
  • Genesys WEM 
  • 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.

Behaviours

Analysing and Interpreting
Can effectively identify problems in both standard and non-standard situations to ensure the right solutions are put in place. Demonstrates sound technical knowledge.

Organising and Executing
Plans and organises own work load with the Customer in mind to ensure objectives and customer expectations are consistently met.

Interacting and Presenting
Probes and listens carefully, presents information clearly and effectively, ensuring technical information is clear. Communicates with confidence and in a calm manner in high-pressure environments.

Supporting and Co-operating
Works hard to build sound relationships internally and externally. Shares experience and ideas across the team and consistently upholds values and ethics.

General 
  • Continuous Professional Development is a key focus of all roles at Sabio
  • Always seek to identify more innovative ways of working that create increased effectiveness
  • Challenge standard processes and procedures with the aim to ensure they are as good as they can be
  • Act as an ambassador of Sabio and its key partners always
  • From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your Manager
  • At all times, you must follow all reasonable and lawful instructions given to you by the Company
Apply now
Apply now
Department
Delivery
Employment Type
Full Time
Location
Glasgow

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Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
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