Contact Center Practice Lead

Fort Lauderdale, FL

CloudHesive is an Amazon Premiere Partner and Amazon Managed Services Partner founded by veterans in the cloud technology space. Our customers depend on us to adapt and transform their organizations by leveraging the power of the public cloud ecosystem through consulting and next generation managed services with a focus on Operational Excellence, Security, Reliability, Performance Efficiency and Cost Optimization. 

Our employees are the foundation of our success, and we invest in them! We are growing fast and have built a phenomenal team through in-depth training, partner events, community involvement, mentoring and much more.  We move quickly, act decisively and communicate openly to drive a collaborative environment and our customer's success.  With offices in the U.S. and Latin America, you will work with experts in the industry on revolutionary technology solutions that have been deployed successfully around the globe. 

The Opportunity:

At CloudHesive, we are hiring an experienced professional with expertise in enterprise contact center sales to lead and drive our contact center business.  This person will lead the sales focus on the contact center vertical selling our professional services and SaaS product to companies looking to migrate to Amazon Connect services.  This position will require in depth technical expertise and have the business level context of contact centers at scale. 

  What you’ll be doing:

  • Drive our contact center business forward with new sales opportunities in both the services and SaaS areas of our company.
  • Maintaining domain knowledge and technical expertise in enterprise call center technologies and CRM platform integration
  • Implementing and extending frameworks and methodologies commonly used by enterprises to assess, migrate, transform and optimize the call center experience
  • Architecting and building large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect, our SaaS product that sits on top of Amazon Connect and Contact Center managed services
  • Providing guidance on the people, organizational, and operational aspects of transforming the contact center to the Cloud
  • Define and deliver Professional Services engagements with partners and customers. This includes participating in delivery project planning, understanding customer requirements, proposal development and delivering packaged offerings and solution engagements, specifically focused on call center organization, processes, tooling and integration
  • Assisting in building and growing a CloudHesive Amazon Connect practice by identifying skills and resources needed, provide mentoring and training to team members to grow the internal team’s expertise.
  • Prototype and demonstrate solutions for clients in customer environments
  • Be a trusted advisor to your CloudHesive colleagues and to our clients in the contact center space

Is this role for you? 

  • Bachelor’s degree (B.A.) from a four-year college or university; and/or 8 years of related experience and/or training; or equivalent combination of education and experience
  • Knowledge of Amazon Web Services Connect platform and supporting services
  • Analytical/Problem solving ability – ability to quickly evaluate an issue, resolve it or implement a workaround with consistent accuracy and success
  • 5+ years of experience building or working in contact center / collaboration / telephony in a Cloud or On-Premises environments such as Avaya, Genesys, Cisco platforms
  • 5+ years implementing, consulting, selling and/or evangelizing contact center solutions in highly-visible customer-facing roles
  • Experience supporting contact center design, deployment and selling contact center solutions
  • Experience working with leading contact center technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Calabrio, Salesforce, etc.
  • Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.
  • Operate with a High Sense of Urgency
  • Given the nature of our customers some after-core-business-hours activities may be required (e.g. a migration activity)

In addition to the perks of working with an awesome team, CloudHesive offers competitive compensation, comprehensive benefits, a flexible work schedule, responsible time off, standing desks, a kitchen filled with snacks chosen by our employees and much more!  If you think you’d be a great fit, we’d like to learn more about you!