Ring Central Consultant | REMOTE

100% TELECOMMUTE

Years of Experience: 10+

Responsibilities:

• Effectively communicate and engage with business stakeholders and peers to gather requirements
• Work closely with contact center managers and agents to understand their needs and challenges
• Ability to balance longterm strategic goals with shortterm operational needs
• Identify opportunities to streamline contact center processes
• Develop user stories and acceptance criteria to drive functional nonfunctional and system requirements for development teams
• Ability to partner with crossfunctional teams across ResMed in different time zones
• Work with solution architects and platform architect teams to design solutions based on signedoff requirements
• Present developed features and functionality to business stakeholders
• Facilitate User acceptance testing with identified users and obtain sign off for implementation
• Perform impact analysis for scope change requests and document changes to requirements business processes configuration and data mapping
• Identify opportunities to optimize processes and apply technology solutions that align with growth objectives
• Follow change management processes defined within ResMed
• Provide post implementation support

Qualifications:

• Bachelors in computer science or related field
• 5 years of experience with a focus on contact center operations
• Strong understanding of contact center technologies including CRM systems IVR ACD and workforce management tools
• Experience with contact center software platforms Ring Central This is mandatory
• Familiarity with customer experience CX and customer journey mapping
• Oracle ERP experience is a plus
• Strong business acumen with customer first mindset
• Excellent written and verbal communication skills
• Proven ability to analyze complex business processes and develop effective solutions
• Strong analytical and problem solving skills with a keen attention to detail
• Knowledge of agile methodologies and project management principles

Mandatory Skills : Big Panda, BMC Helix ITSM, Broadcom DX Spectrum, Broadcom Service Management, Cherwell ITSM, DATA Dog, Flexara One, Jira Service Desk, Logic Monitor, ManageEngine OpManager Plus, Microsoft SCOM, OpsRamp, ServiceNow FSM, ServiceNow ITAM-SAM, ServiceNow ITOM-ServiceMapping, Snow License Management, SolarWinds Server and Application Monitor, Symphony Enterprise IT, Windows Server, Zenoss