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.
Title: Senior Director – Contact Center Solutions
Position Type: Full time
Reports To: Vice President, Collaboration Solutions
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:
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.
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.