Customization Solutions Consultant

October 3

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8x8

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VoIP business phone service • hosted VoIP • Small business phone systems • web conferencing • virtual contact center

1001 - 5000

Description

• As a Customization Solutions Consultant at 8x8, Inc., you will be responsible for leading and executing custom integration projects, custom IVR (Interactive Voice Response) design and configuration, and conversational AI chat and voice projects for enterprise customers. • Your primary focus will be on designing, developing, and testing customized solutions to meet our clients' unique requirements. • You will work closely with cross-functional teams and engage directly with customers to understand their needs, gather requirements, and deliver high-quality, tailored solutions. • Collaborate with customers, sales teams, and solution architects to understand customer requirements and design custom integration solutions. • Work closely with developers to develop and implement custom integration projects using APIs, SDKs, and other relevant technologies. • Perform integration testing to ensure the seamless integration of 8x8's communication platform with customer systems, applications, and databases. • Troubleshoot and resolve any issues that arise during the integration process. • Provide ongoing support and maintenance for deployed custom integrations. • Work closely with customers to design and configure custom IVR systems aligning with their business needs. • Develop IVR call flows, prompts, and menus using 8x8's IVR configuration tools. • Integrate IVR systems with backend databases, CRM systems, and other customer applications. • Conduct testing to ensure the IVR system functions correctly, meets customer requirements, and provides a seamless caller experience. • Provide documentation and customer training on administering and modifying the custom IVR configurations. • Collaborate with customers to design innovative, user-focused conversational interfaces including planning and leading workshops, design reviews, showcases, and other types of meetings to align and communicate information. • Implement Backend integrations in various technologies (mainly Node.js, Restful API). • Analyze transcripts of user interactions and document their personas and language to interaction models (intents, utterances, slots, and slot values). • Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system. • Drive solutions from design workshop to production, from conception to prototype to production-level experience. • Act as a design liaison between customers, service engineering teams, and support. • Act as the primary technical point of contact for customers during the customization delivery process, providing regular updates on project status and addressing any concerns or issues. • Collaborate with cross-functional teams, including sales, solution architects, product management, developers, and support to ensure successful project delivery. • Manage project technical deliverables per SOW to ensure projects are completed on time and within budget with the ability to identify change requests and help execute them as needed. • Conduct customer training sessions to educate them on the features and functionality of the custom solutions.

Requirements

• Bachelor's degree in computer science, engineering, or 5+ years’ experience in a customer-facing consultative capacity for UC and CC systems, preferably with cloud-based experience. • Solid experience in custom integration projects, IVR methodology, design and configuration, and conversational AI chat and voice projects. • Proficiency in programming languages such as Java, Python, PHP, and JavaScript. • Strong understanding of APIs, SDKs, and web services. • Knowledge of conversational AI/ML technologies and natural language processing. • Experience with cloud platforms and technologies ( AWS, Azure, GCP). • Excellent analytical and problem-solving skills, with the ability to think strategically and creatively. • Strong organizational and time management skills. • Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships and trust. • Ability to work independently and as part of a team in a fast-paced, customer-focused environment. • Willingness and ability to travel as required.