Carousel Industries

  • Senior Director - Contact Center Solutions

    Posted Date 3 months ago(3/9/2018 11:45 AM)
    ID
    2018-2297
    # of Openings
    1
    Job Location
    US-RI-Warwick
  • Company Overview

    Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,300 employees based in 27 offices–with three Network Operating Centers nationwide.

    We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth. 

    In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at www.carouselindustries.com, Facebook, Twitter, and LinkedIn.

    Responsibilities

    Title:      Senior Director – Contact Center Solutions

    Location:              Virtual

    Position Type:  Full time          

    Reports To:         Vice President, Collaboration Solutions      

     

    Position Overview:

    Reporting to the Vice President, Collaboration Solutions, the Senior Director, Contact Center Solutions, is a leader within Carousel Industries’ Technology & Engineering team, and specifically within CI’s Collaboration Solutions team, holding business line leadership responsibility for CI’s Contact Center Practice.

     

    The Senior Director, Contact Center Solutions (Senior Director) contributes to the definition of CI’s overall Collaboration Go-to-Market Strategy, defines the strategic direction of CI’s Contact Center Practice, and executes CI’s GTM strategy for Contact Center and related technologies.

     

    In relation to Sales, the Senior Director is responsible for Contact Center enablement within the Sales team, working with Sales VPs, Regional Sales Directors (RSDs), and individual Account Executives, to ensure the Sales team is adept at discovering Contact Center Opportunities and leveraging CI’s Sales Engagement process to engage SE resources as necessary to position and close CI Contact Center-related business. Similarly, he/she is responsible for enabling Systems Engineers to manage Contact Center Sales Opportunities properly – positioning and scoping those solutions to meet Client needs, and effectively partnering with Sales to close Contact Center-related business,  engaging Contact Center SMEs in that process as necessary.

     

    Relative to CI’s Contact Center Practice Offering Portfolio, the Senior Director, working with the VPCollab, identifies and builds new Contact Center product and professional/managed/hosted service Offerings, manages existing CI Contact Center Offerings throughout their lifecycle, and contributes to the management of Contact Center vendor business partnerships, with particular focus on expanding CI’s Contact Center Cloud and Managed Services Portfolio and related revenue.

    He/She will work with CI’s Service Department, inclusive of aligned Technical Directors, to set best practices and delivery patterns, maintaining quality assurance and continuous improvement for Practice Offerings.

     

    The Contact Center’s Practice strategy must be aligned by the Senior Director with overall CI corporate strategy, inclusive of managing CI’s Contact Center Practice financial performance. Attainment of Revenue and Margin targets set by the CI Executive Leadership Team is the key performance measurement criteria for the position. This will be facilitated through Sales/SE Enablement, development/maintenance of a world class Contact Center Offering Portfolio, and evangelization/drive of the CI Contact Center Practice both within CI and in a variety of externally facing Client and industry forums.

     

    The Senior Director has managerial responsibility of the CI Contact Center Technology & Engineering Subject Matter Expert staff.

     

    Other Key Job Functions/Responsibilities:

    • Maintenance of current knowledge of industry competition, evolving market requirements for Consulting skillsets, Professional Services skillsets, Managed Service solutions, and CCaaS solutions. Monitoring industry developments to facilitate a clear understanding of the meaning of “best in class,” as it relates to Contact Center Vendors, their solutions, and the judgement and knowledge to perceive/ensure that CI Contact Center offerings are meeting/exceeding the needs of the market is an essential skill for this role.
    • Working with CI Product Operations to complete Offering development and Offer refit initiatives.
    • The Senior Director will work with CI Product Operations and CI Service in defining the business process, technical requirements, and operational considerations needed for all of CI’s Contact Center Offerings – Consulting, Professional Services, Managed Services, and CCaaS.
      • The Senior Director will work with the VPCollab, Product Operations, Sales, Sales Operations, and Service to define Offering Pricing structures.
    • Definition of Contact Center Offering Portfolio Value Propositions, Design Best Practices, and Business Applications, for consumption by internal audiences (Sales, SEs, and SMEs) and external audiences – Clients and Vendor Partners (particularly Vendor Partner channel and Client-facing Sales teams).
      • At a further level of detail, ownership (whether directly or through his/her staff) of the creation of various artifacts (content) around Practice Offerings, enabling the Sales, SE, Product Operations, and Technical Director/Service CI departments to Position, Scope, Sell, Deliver, Manage, and Host Contact Center Offerings.
        • Standard Offering Artifacts are defined by CI Product Operations and senior Technology and Engineering Leadership.
        • Supporting the VPCollab, in development/maintenance of the overall Collaboration Solutions Offering Catalog/Offering Portfolio Documentation artifacts.
      • Working with Marketing to drive demand generation for Contact Center Solutions, and to present at CI Marketing events.
      • For Strategic Contact Center Vendor Partner Solutions (Avaya/Cisco), the Senior Director must maintain a deep knowledge and familiarity with 3rd Party Vendor Ecosystem Solutions, and must maintain close channel contact business relationships.
      • Active management and curation of the Contact Center Practice Sales Pipeline, Practice performance dashboards, and SME (staff) performance dashboards, ensuring aggressive achievement of Revenue/Margin goals, and rigorous accountability of SME staff to their respective responsibilities.
        • SME Staff annual reviews in accordance with CI HR policy.
      • Coordination with Service Leadership to define required Post Sales Technical Skillsets, Contact Center Consulting related skillsets, and define evolving and future Contact Center Solution-related skillset/role requirements.
      • In coordination with Sales Leadership, Service Leadership, and Product Operations, the Senior Director must proactively contribute to defining the necessary Contact Center Specific personnel capacity within Technology and Engineering, Service, Customer Success Team, and other applicable CI departments. While not solely responsible for defining appropriate staffing and/or contracted resource levels/capacity, the Senior Director must maintain an ongoing knowledge of Sales pipeline and Offering portfolio knowledge that will uniquely enable him/her to offer guidance to the CI departments noted.

     

    In addition to Practice Leadership, the Senior Director may also engage in direct consulting activities for the largest, most strategic Sales Opportunities in the following scenarios.

    • In Support of Sales or SE Enablement objectives, act as a point of escalation for Contact Center Sales Opportunities.
    • Within Sales opportunities for newly developed CI Contact Center Offerings, lead and mentor AEs, SEs, Contact Center SMEs, and other staff.
    • Review large or strategic Contact Center solution proposals – the Senior Director, while not “owning” opportunities, must drive those opps he/she deems capable of having a meaningful impact on achieving financial goals.

     

     

     

    Qualifications

    The ideal candidate must possess sales acumen, Contact Center offering development experience (direct leadership/ownership experience is a requirement of the position), technical aptitude, knowledge of leading Contact Center Solution architectures (Avaya and Cisco preferred), demonstrated Practice Leadership and Managerial experience, demonstrated market knowledge, a clear track record of successful Sales Performance (managing to Revenue and Margin targets), excellence in the development of professional relationships, professional leadership skills, and the ability to operationally execute on initiatives he/she has responsibility for. This person must have a compelling presence and exceptional ability to evangelize on behalf of the organization, including the articulation of CI differentiation in the client community and industry at large.  Because of the wide responsibilities of this role, the ideal candidate will also possess a high degree of resiliency, with the ability to overcome setbacks on the path to success. 

     

    This right individual must be comfortable functioning with a high level of independence and will be responsible for interfacing and collaborate with all levels of customer personnel, from IT Staffers, to LoB leaders, to CxOs.

     

    This is a challenging, but rewarding leadership position which will expose the successful candidate to a broad spectrum of GTM definition, Sales (Revenue/Margin accountability), Offering Portfolio maintenance/development opportunities, and the ability to shape and develop CI’s Contact Center Practice during a time of rapid industry change. Contact Center Technology can have a meaningful impact on a business and its ability to competitively differentiate itself in the market, and the right candidate will have a passion for Contact Center technology, Customer Experience, and the intersection of these disciplines to create meaningful impact within Client businesses.

     

    • Bachelor’s Degree and minimum of 15 years of client-facing industry experience or substitute experience required
    • Past Experience leading a Contact Center Practice, at a Director level or higher (minimum 10 years) within a VAR/Integrator, IT Service Provider, and/or Vendor environment required
      • Mid-market and Enterprise Market focus (not SMB)
    • Demonstrated Sales success, past experience managing to defined Revenue/Margin Goals required
    • Past technical leadership responsibility strongly preferred
    • Financial literacy, i.e. the ability to read, understand, and analyze Financial Statements, model Premise and XaaS Solution TCO/ROI, and define a Solution Financial/Pricing Model, required
    • Demonstrated ability to craft a Business Plan required
    • Deep knowledge & experience across multiple leading Contact Center vendors & platforms, inclusive of On Premise CC Infrastructure and CCaaS, inclusive of WFO and Ecosystem Solutions required
      • Avaya and Cisco (UCCE and UCCX)-specific experience strongly preferred
    • Experience with Contact Center Operations, and Contact Center Operations Consulting strongly preferred
    • Contact Center Consulting Practice Experience/Leadership Preferred
    • Industry Thought Leadership presence preferred
    • Past experience with formal development/management of IT Professional/Managed/Hosted Services required
    • Familiarity with Customer Relationship Management (CRM) Platforms, Contact Center/CRM Integrations, with an ability to clearly articulate the interrelation of Contact Center solutions, and how they both compete for client business, and complement full Client Experience strategies will be a differentiator in selection of choosing the right candidate
    • Familiarity with Contact Center complementary technologies:
      • ASR,TTS,VXML/IVR
      • Database structures used in Contact Center
      • Web Services
      • Scripting
      • AppDev/DevOps
    • Understanding of Omnichannel deployment and underlying dependency technologies – Inbound Voice, Outbound Voice, Email, Chat, SMS, Social, etc
    • Knowledge of information technology frameworks and methodologies, including Reference Architectures and Architecture Patterns
    • Excellent Verbal and Written Communication Skills required
    • Strong Public Speaking skill preferred

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