Professional Services Consultant - Job Description

 

Job Title: Professional Services Consultant

Business Function: Customer Success Group

Location: Sydney, Australia APAC

Reporting To: Professional Services Manager

 

Vonage is a global provider of business communications consisting of cloud-based Contact Centres, Unified Communications solutions and communication API’s.

Key to our value proposition is our rich integration into Salesforce. We have been integrated to Salesforce for over 13 years, we are a Top 25 ISV Summit Partner, are Lightning ready and have over 750+ reviews on the Appexchange averaging a 5 star rating.

We are looking to grow our APAC Professional Services team and have an open opportunity for a Salesforce administrator with a background in Contact Centre and Unified Communications. Based in a prime location Sydney (and next to Salesforce), with beautiful harbour views, we are looking for someone who fits the following attributes:

 

Requirements:

  • Has several years of experience with Salesforce (preferably a Salesforce Certified Administrator or Salesforce Certified Advanced Administrator).

  • Has several years of experience with Contact Centres and/or Unified Communications domain.

  • Experience of working in a client-focused environment, putting the customer first.

  • Proven track record in performing well in a fast-paced environment with the organisational skills to manage multiple projects with tight deadlines effectively.

  • Exceptional verbal and written communication skills.

  • Great relationship builder, capable of engaging with stakeholders at all levels.

  • Is a self-starter, highly self motivated and looking to join a like minded team.

  • Excellent Documentation skills.

  • Focus on Process Improvement.

Desirable:

  • Experience working on the Systems Integrator/ Salesforce partner side would be beneficial.

  • Project Management experience or experience working in large scale enterprise projects.

  • Experience with ServiceNow and/or Microsoft Dynamics would be highly regarded.

About the role:

Your role as a Professional Services Consultant, will be implementing and delivering Vonage solutions for our customers. Either working on your own projects or as part of a wider project team, our PS consultants are friendly, customer focussed and passionate about delivering exceptional levels of service to our customers.

The day to day:

Develop close relationships with our customers and our internal Vonage team to work collaboratively to:

    • Analyse customer goals, objectives, and needs by leading Requirements and Design workshops.

    • Capturing and documenting these into Solution Design Documents.

    • Configure and implement new Contact Centre and Unified Communcations solutions.

    • Create or provide guidance on report building.

    • Modify or develop process builders to work with our solution.

    • Ensure users understand and have the ability to use and apply new by conducting training through a number of different mediums.  

    • Analyse, Diagnose and resolve technical issues as they occur

    • Create and Review Statements of Work (SOW) for customer projects. This includes sizing, estimating effort, defining scope etc.

This is a technology implementation role, where (as a solution where one of our key benefits is Salesforce integration) you will be tapping into your Salesforce skills and experience.

Prior to Covid-19, this role would have required some travelling, primarily within the Australia and New Zealand regions as customer deployments were often done on-site. Travel to other destinations would also occasionally be required. However, Covid-19, the role and the team have all been working remotely. As a communications provider, we have been “drinking our own champagne” and have been using our own Vonage Meetings tool for meetings and our Vonage Business Communications (VBC) tool for phone calls.

Benefits:

In addition to your salary, the following benefits are also provided as a Vonage APAC employee:

  • Bonus (10% of salary)

  • Health Insurance subsidy $1000 a year.

  • Mobile phone BYOD reimbursement $100 a month.

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