Implementation Specialist

2 weeks ago

Sydney, New South Wales, Australia Enghouse Full time

Implementation Consultant /Specialist

PROFESSIONAL SERVICES, Sydney or Melbourne, Australia

Permanent - Full Time

**The Team**
The Implementation Consultant will be based in Sydney or Melbourne, Australia. You will be part of a dynamic and high performing team of professionals located in Australia and New Zealand reporting to the ANZ Professional Services Manager. The team consist of project managers, implementation consultants and the trainer.

**Purpose of Position**
The Implementation Consultant is responsible for the design and deployment of high quality Contact Centre, IVR and Call Recording solutions utilising a range of Enghouse software products. The main solutions installed by the team are Enghouse CC (former Zeacom Communication Centre), QMS, Communications Portal (CP) and Enghouse Cloud (CCSP). These are integrated products that connect to a customer's phone system, Exchange, Web, CRM etc. Working in our Professional Services team our consultants are also responsible for solution upgrades and migrations. This is a highly versatile role that requires a range of skills and qualities - from ability to consult and guide the client to get the best fit between requirements and what the software can offer, to producing project documentations capturing the design to delivering technical solution and supporting end users through the transition.

**Knowledge and Attributes**
- Minimum 3-5 years' experience in project implementation experience in Contact Centre and related CTI, Telephony, VOIP / PBX based solutions; in particular Microsoft Team, SfB, NEC, Cisco CUCM and Avaya
- Strong understanding of voice and data networking
- Customer Service orientated with excellent interpersonal, communication and strong relationship management skills
- Ability to effectively juggle multiple work streams and activities
- Excellent time managements and ability to prioritise tasks and work under pressure
- Highly skilled in technical project initiation, design, delivery and transition and able to manage multiple stakeholders - Partner, Customer and internal.
- Understanding of the key technologies including SIP, SBC, AD/LDAP, Azure AD, SSO, SSL, Web Services

**Key Accountabilities**
- Successful delivery of end-to-end Enghouse system implementation/rollouts managing customer, partner and internal stakeholders and meeting customer business requirements
- Consulting/Design Services - ability to run both functional and technical meetings and workshops
- Produce professional and accurate documentation technical and system design documentation
- Collaborate with other member of the professional services as well as Engineers (Development) and Support teams to achieve a successful outcome for our customers
- Running training workshops and coaching sessions with the customer's teams
- Plan and undertake full software configuration, testing and validation
- Troubleshoot and find the solution to technical problems
- Ensure projects are delivered in accordance with best practices and meet internal profitability and utilisation levels.

You'll spend your days (and some nights) working with other talented, energetic people who have a little pinch of zest and are the heart and soul of our business. We care about each other and foster a culture of innovation, authenticity and trust.
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