Solutions Consultant - Remote

Remote, United Kingdom

8x8, Inc. logo
8x8, Inc.
8x8 helps businesses of all sizes empower employees and delight customers with a unified platform for contact center, business phone, video, and chat.
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As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. [NYSE: EGHT] is to transform the future of business communications. The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
For additional information, visit www.8x8.com, or follow 8x8 on LinkedInTwitter and Facebook.
8x8 Professional Services is made up of many teams that all work together to successfully consult, manage and deliver exceptional product deployments throughout the Globe. The Solution Consultants are part of the Technical Solutions Team, providing the highest level of technical knowledge and expertise within the overall Professional Services Department. You must have a real passion and deep understanding of contact centre functions and the technology they use. Delivering engaging discovery sessions and being able to optimise a customers environment through the delivery of our best in class products and services

Responsibilities

  • Function as the highest-level point of technical design solution consultation with customer contact points at all levels
  • Work as a member of the Technical Design Solution Team to exceed customer expectations with technical expertise and consultancy in all business areas
  • Take time to understand customer business, identify gaps and pain points, lead and drive customer in design of solution and requirements to help bridge gaps and optimize efficiencies.
  • Design and deliver contact center discovery sessions through monitoring agents, interviewing key stakeholders and group workshops Mentor Deployment Engineers on technical topics
  • Work very closely with the Implementation Team to transfer solution design knowledge, documentation and customer understanding of the solution and the business needs and expectations.
  • Ensure that all areas of the PS Team are aligned with the customer requirements and are engaged at the appropriate times within the process.
  • Become the premier entity within the organization for all advanced technical, integration, and operational issues with 8x8 Products and Services, including customer network infrastructure
  • Aggregate and provide key customer insights to relevant departments (business development, marketing, design, executives, etc.) and serve as liaison between customers and engineering.
  • Continual intrinsic motivation for self-education on product lines, service techniques and greater personal growth.

Requirements

  • Proven years’ experience in providing complex contact center consultation and design 
  • Experience with configuration of IP networks to best facilitate VoIP
  • Consulting qualifications would be highly advantageous 
  • Must be a strong ‘listener’ and ‘self starter’
  • Cisco, Firewall, VPN, and/or VOIP Specialist certification (CCNA and/or CCNP preferred, but not required)
  • Superior customer service awareness to keep the customers’ requirement constantly in mind and ensure that activities align closely with these requirements
  • Superior hands on knowledge of VoIP and Network technologies.
  • Ability to manage multiple projects simultaneously with strong planning and organisational skills.
  • Excellent interpersonal skills demonstrated in a customer facing environment.
  • Ability to manage key internal and external relationships.
  • Strong attention to detail.
  • Excellent analytical and problem-solving skills.
  • Ability to produce concise high level documentation and network diagrams 

Technical Requirements

  • Strong understanding of VOIP, SIP, RTP, RTCP, UDP, H.323, G.729, G.711, G.722 and related telephony protocols/standards
  • Superior understanding of Contact Centers, VoIP technologies and Unified Communications
  • Strong understanding of all Contact Centres concepts and channels, including WorkForce Management, Payment Gateways, Analytics, Wallboards, Meetings, Messaging, Voice, Email, SMS, Social. 
  • Must have in depth knowledge of LAN, WAN, MPLS, TCP/IP, HTTPS and all Networking Concepts
  • Experience with programming languages (PHP, JAVA, Python, HTML) and API structures would be highly advantageous
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For a closer look into what life at 8x8 UK Ltd. is about check out our Instagram page.
8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to. For European Job Applicants our Job Applicant Privacy Notice can be found here.
Job region(s): Europe
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