Call Center Consulting Jobs

Founded over a decade ago, EPIC Connections is a global contact center professional services and technology firm. EPIC is seeing rapid growth in each of its service segments and is currently looking for team-oriented, dynamic, experienced resources to support our growth. 

Professional Services and Technology Positions

Project Manager - Implementations

Are you a process-oriented individual who enjoys assessing customer requirements and building solutions to meet those needs?  Does owning a project through to completion and seeing the customer appreciation of the results give you satisfaction?  Do you have the ability to solve a customer’s business need through process analysis and workflow configuration? 

EPIC Connections is a consulting organization specializing in contact center services and solutions.  EPIC partners with cloud contact center platform providers, assisting them and their clients in defining call center requirements and implementing cloud ACD, IVR, dialer, email, chat and related solutions.

The EPIC Connections Project Manager is the customer facing project coordinator for cloud call center platform implementations working in tandem with providers like inContact, Five 9, and other platforms to implement new customer call center solutions.  The goal of the Project Manager is to work with the client and the Implementation team members to help identify needs and build the solutions necessary to implement the partner call center platform services using the vendor configuration toolset.

JOB DESCRIPTION and Duties

SUMMARY / OBJECTIVE

The Project Manager – Implementations will be responsible for providing project management for implementations of customers onto EPIC partner cloud contact center platforms; managing customer expectations and satisfaction; and developing and administering implementation processes employed by the EPIC implementation team. This position is also responsible for tracking project time, deliverables, status, and profitability, and adjusting the implementation processes accordingly to meet customer and organizational goals.

The Project Manager will develop the implementation processes, maintain quality objectives for implementations, and coordinate activities with EPIC partners (number provisioning, connectivity, ticket submission, required documentation, etc.). 

This position will coach and mentor staff performing the implementations in the use of implementation best practices and may include direct report supervision. 

Primary Job Functions and Responsibilities

  • Provide project management for customer implementation projects, assisting the Implementation Managers throughout the duration of the projects
  • Manage day-to-day aspects of multiple implementation projects, including partner and client kickoff meetings, regular client status calls, tracking of milestone deliverables, updating project plans, coordination of adhoc calls, documentation, etc.)
  • Ensure deliverables are maintained for all projects, providing regular status reports, project risks, and ensuring projects stay on time and within budget
  • Engage as a point of escalation for client needs/inquiries/concerns, and provide end-to-end client experience management
  • Consult with Implementation Managers and customers on best use of system capabilities as necessary
  • Coordinate activities with partners to assist Implementation Managers with connectivity, provisioning, training and other vendor services
  • Assess, design, and develop the project methodologies and processes necessary for expeditious and profitable customer engagements
  • Collaborate with the Implementation Managers to develop a sustainable and scalable professional services organization
  • Direct, manage and assign Moves, Adds, Changes (MAC) work based on team availability and customer needs
  • Provide pre/post sales consultation to assist in securing customer engagements, including assisting in the delivery of accurate implementation quotes for clients
  • Assist in the recruitment, training and onboarding of new employees based on the needs of the organization, with the objective of ramping up employees quickly
  • Develop and facilitate process, quality, and speed to completion initiatives to maximize revenue and customer satisfaction
  • Develop internal Quality Assurance program ensuring average scores of “excellent”
  • Act as a liaison with all Sales Partners, including participating in monthly calls, regular visits, status meetings, etc.
  • Participate in EPIC consulting engagements as required 

PROJECT Responsibilities

  • Providing business analysis, user needs analysis and input on business systems design for contact center projects.
  • Serving in a project manager capacity for end-to-end system life cycle development of small to large-scale projects (larger projects typically have a dedicated Project Manager).
  • Consulting with clients on system capabilities, implementation best practices, system training, vendor support services and processes, and other needs related to the initial platform build and post-implementation vendor support.
  • Effectively communicate plans, progress and status to both internal and Customer stakeholders.
    Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
  • Ensure creation of required documentation for implemented services.

BUSINESS 

  • Presenting a professional image in conduct, attitude, communication and attire.
  • Contributing to business user needs analysis and business systems design.
  • Maintaining the EPIC brand reputation with its key partners and customers.

Competencies

  • BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management/Marketing/Operational) field or equivalent work experience required.
  • Equal years of professional experience beyond education requirements as noted above.
  • 3-5 years managing small through enterprise level projects
  • Implementation and Solutions: broad skills in both technology and analysis.
  • Business Optimization: process review and business analysis skills.
  • Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanor adopter.   
  • 3-5 years experience in call center operations or technology, or process management.

Bonus Experience: 

  • Contact center operational experience.
  • Contact center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience.
  • inContact platform knowledge preferred
  • Technical configuration experience with cloud contact center solutions helpful (inContact, Five 9, etc.). 

Additional Competencies

  • Able to effectively utilize full MS Office suite.
  • Effective oral and written communication skills with the ability to interact with all levels of employees.
  • Ability to solve multiple, complex issues and work multiple projects simultaneously.
  • Effective communication skills and experience with conducting presentations to customers.

Supervisory Responsibility
This position may include supervisory responsibilities.

Location
The location for this job is preferred to be in Salt Lake City, UT or Omaha, NE.  Role may require work at home ability. 

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  This is largely a sedentary role; however, some filing or other typical office work may be required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work
Some flexibility in hours is allowed, but the employee must be available during the “core” client work hours.

Travel
Some out-of-the-area and overnight travel may be expected (up to 10%)

Apply Online

Sr. Implementation Engineer

Are you a process-oriented individual who enjoys assessing customer requirements and building solutions to meet those needs?  Does owning a project through to completion and seeing the customer appreciation of the results give you satisfaction?  Do you have the ability to solve a customer’s business need through process analysis and workflow configuration? 

EPIC Connections is a consulting organization specializing in contact center services and solutions.  EPIC partners with cloud contact center platform providers, assisting them and their clients in defining call center requirements and implementing cloud ACD, IVR, dialer, email, chat and related solutions.

The EPIC Connections Sr. Implementation Engineer is the customer facing solution expert for cloud call center platforms working to implement new customer call center solutions on CCaaS platforms like inContact and Five9.  The goal of the Implementation Manager is to work with the client to identify needs and build the solutions necessary to implement the partner call center platform services using the vendor configuration toolset.

JOB DESCRIPTION and Duties

SUMMARY / OBJECTIVE

Responsible for implementation of customers onto EPIC partner cloud call center platforms, working closely with the EPIC VP – Implementations to determine customer call center process and technical requirements and configure the vendor cloud platform on behalf of the customer and vendor.  This position will configure agents, skills, hours of operations, reporting, call flows, routing, integration and other services on the vendor platform.  Serves in a lead implementation role, assisting and mentoring other implementation personnel.

TECHNICAL Responsibilities

  • Providing solution design and development for new client implementations, and coordination of changes to existing applications.
  • Building technical configuration and, in some cases, programming as required to implement new clients on partner cloud contact center platforms.
  • Creating ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.
  • Determining third party or client system (client CRM, databases, service platforms) integration requirements and building integration services (API, URL calls, etc.) to the platforms as part of the call center platform development efforts.
  • Manage day-to-day technical aspects of multiple implementation projects.
  • Provide customized training to ensure customers have a thorough understanding of these solutions.
  • Trouble-shooting problems during the configuration or go-live stages of client implementations.
  • Implementation of advanced services with providers such as inContact (i.e. Personal Connection, Proactive XS, Salesforce or other CRM integration, Auto Attendant, etc..).
  • Coordination of connectivity, number management services, and other functions necessary to onboard customers.
  • Provision of “expert services” assisting more junior implementation resources with complex services including integration to third party systems, custom scripting, and other services as needed. Serves as mentor to Implementation resources.
  • Maintaining expertise with industry leading contact center technologies.

PROJECT Responsibilities

  • Providing business analysis, user needs analysis and business systems design for contact center projects.
  • Serving in a project manager capacity for end-to-end system life cycle development of small to mid-scale projects (larger projects typically have a dedicated Project Manager).
  • Consulting with clients on system capabilities, implementation best practices, system training, vendor support services and processes, and other needs related to the initial platform build and post-implementation vendor support.
  • Effectively communicate plans, progress and status to both internal and Customer stakeholders.
    Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
  • Creating required documentation for implemented services.

BUSINESS 

  • Presenting a professional image in conduct, attitude and attire.
  • Contributing to business user needs analysis and business systems design.
  • Maintaining the EPIC reputation with its key partners and customers.

Competencies

  • Strong background with inContact implementations preferred, including CRM integrations with external platforms
  • Vendor technical configuration experience (inContact, Five 9, Avaya, I3, Genesys, etc.). 
  • BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management / Marketing / Operational) field or equivalent work experience required.
  • Equal years of professional experience beyond education requirements as noted above.
  • Implementation and Solutions: broad skills in both technology and analysis.
  • Business Optimization: process review and business analysis skills.
  • Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanor adopter.   
  • 5+ years of consulting experience in a cloud computing or telephony environment or 3-5 years experience in call center operations or technology, or process management.

Bonus Experience: 

  • Contact center operational experience.
  • Contact Center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience.
  • Strong knowledge of SaaS, networking, internet concepts, web development, CRM, WFM, PBX, dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with NICE Monitoring and IEX WFM are a plus.

Additional Competencies

  • Able to effectively utilize full MS Office suite.
  • Effective oral and written communication skills with the ability to interact with all levels of employees.
  • Ability to solve multiple, complex issues and work multiple projects simultaneously.
  • Effective communication skills and experience with conducting presentations to customers.

Supervisory Responsibility
This position has no direct supervisory responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role; however, some filing or other typical office work may be required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work
Some flexibility in hours is allowed, but the employee must be available during the “core” client work hours.

Travel
Some out-of-the-area and overnight travel may be expected (up to 10%)

Apply Online

Implementation Specialist

Are you a process-oriented individual who enjoys assessing customer requirements and building solutions to meet those needs? Does owning a project through to completion and seeing the customer appreciation of the results give you satisfaction? Do you have the ability to solve a customer’s business need through process analysis and workflow configuration?

EPIC Connections is a consulting organization specializing in contact center services and solutions. EPIC partners with cloud contact center platform providers, assisting them and their clients in defining call center requirements and implementing cloud ACD, IVR, dialer, email, chat and related solutions.

The EPIC Connections Implementation Specialist is the customer facing solution expert for cloud call center platforms working in tandem with providers like inContact, Five 9, Avaya, Genesys, Interactive Intelligence and other platforms to implement new customer call center solutions. The goal of the Implementation Specialist is to work with the client to identify needs and build the solutions necessary to implement the partner call center platform services using the vendor configuration tool-set.

JOB DESCRIPTION and Duties

SUMMARY / OBJECTIVE

Responsible for implementation of customers onto EPIC partner cloud call center platforms, working closely with the EPIC Project Director to determine customer call center process and technical requirements and configure the vendor cloud platform on behalf of the customer and vendor.  This position will configure agents, skills, hours of operations, reporting, call flows, routing and other services on the vendor platform.

TECHNICAL Responsibilities

  • Providing solution design and development for new client implementations, and coordination of changes to existing applications.
  • Building technical configuration and, in some cases, programming as required to implement new clients on partner cloud contact center platforms. Most configuration work is completed using vendor configuration tools requiring little or no formal programming training.
  • Creating ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.
  • Determining third party or client system (client CRM, databases, service platforms) integration requirements and building integration services (API, URL calls, etc.) to the platforms as part of the call center platform development efforts.
  • Trouble-shooting problems during the configuration or go-live stages of client implementations.
  • Maintaining expertise with industry leading contact center technologies.

PROJECT Responsibilities

  • Providing business analysis, user needs analysis and business systems design for contact center projects.
  • Serving in a project manager capacity for end-to-end system life cycle development of small to mid-scale projects (larger projects typically have a dedicated Project Manager).
  • Consulting with clients on system capabilities, implementation best practices, system training, vendor support services and processes, and other needs related to the initial platform build and post-implementation vendor support.
  • Creating documentation for implemented services.

BUSINESS 

  • Presenting a professional image in conduct, attitude and attire.
  • Contributing to business user needs analysis and business systems design.
  • Maintaining the EPIC reputation with its key partners and customers.

Competencies

  • BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management/Marketing/Operational) field or equivalent work experience required.
  • Equal years of professional experience beyond education requirements as noted above.
  • Implementation and Solutions: broad skills in both technology and analysis.
  • Business Optimization: process review and business analysis skills.
  • Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanor adopter.
  • 3-5 years experience in call center operations or technology, or process management.

Bonus Experience: 

  • Contact center operational experience.
  • Contact Center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience.
  • Vendor technical configuration experience (inContact, Five 9, Avaya, Interactive Intelligence, Genesys, etc.).

Additional Competencies

  • Able to effectively utilize full MS Office suite.
  • Effective oral and written communication skills with the ability to interact with all levels of employees.
  • Ability to solve multiple, complex issues and work multiple projects simultaneously.
  • Effective communication skills and experience with conducting presentations to customers.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role; however, some filing or other typical office work may be required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work
Some flexibility in hours is allowed, but the employee must be available during the “core” client work hours.

Travel
Some out-of-the-area and overnight travel may be expected (up to 10%)

Location
Omaha, NE (remote candidates may be considered)

Apply Online

Why Work for
EPIC Connections?

Leadership Says:

  • Average tenure is five years
  • Founded in 2003, EPIC is a stable company
  • The brand and company are known and respected
  • The product has been proven
  • It is within a family friendly community (Omaha)
  • EPIC is a steward of the community
  • There’s opportunity for growth

The TEAM Says:

  • The employees care for one another
  • The people and culture are genuine
  • Employees take pride and ownership in the products/services
  • There’s a passion for the brand
  • New challenges everyday
  • “Be part of something EPIC”
  • EPIC is a premium brand in the Cloud Contact Center Industry
  • The company invests in its employees

Apply to EPIC Connections

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