Sr. Director Analyst, Contact Center as a Service Technology (Remote-US) - Irving - 6011 Connection

Senior Director Analyst, Contact Center as a Service Technology

About the Role:

We’re looking for a Senior Research Director with expertise in Customer Contact as a Service (CCaaS) vendors, products, markets, and technologies to join our Customer Service and Support Technology research team. Experience with or deep knowledge of CCaaS vendors like Genesys, NICE, Five9, AWS, Cisco, Content Guru, Vonage, 8x8, and/or Talkdesk required. 

Gartner Analysts are recognized as industry thought leaders and are responsible for creating must-have research, market predictions, vendor evaluations, and best practices for a wide array of world-leading organizations. A Senior Director Analyst is expected to have a keen eye for problem identification and solution creation within their respective market. In this role, you will create research and provide advice to Customer Service and Support leaders, technology leaders, and vendors on CCaaS capabilities, application, and market direction. You will use your knowledge and conduct research to generate insights that help executives make better decisions, solve complex issues, and execute new practices to achieve key business objectives.

A Senior Director Analyst is tasked with writing and publishing their insights as best practices, market and vendor trends and their market evaluations as Magic Quadrants for Gartner clients. In addition, Analysts meet with clients every day: on the phone, in a videoconference, via webinars, from the stage at a Gartner event or face-to-face during a sales support visit. In every client interaction you will help Gartner clients solve difficult business and technology decisions that lead to better performance.

Ideal candidates must possess expertise in supporting the Customer Service and Support function from a technology perspective. Specifically, applications used by customer service contact centers with hundreds or thousands of agents …