Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.
 
Why this role is important:
  • Responsible for design, implementation and continuous improvement of the Vonage Communication Platform (VCP) support model. 
  • Drives efficiency of support team interactions through strategic use of technology solutions, system enhancements and process engineering.
  • Defines plans, creates and maintains Vonage process, policy, and reference documentation. 
  • Performs qualitative and quantitative analysis of key performance indicators in an effort to identify opportunities for improvement in new and existing business models, processes, and structure. 
  • Collaborate with various departments and stakeholders to gather input and insights regarding enhanced training needs that could benefit agents in their interactions, particularly on difficult subjects.

What you will do:

  • Leads continuous process improvement initiatives, recommends enhancements for new and existing support tools and processes.  
  • Acts as a liaison between internal care, dev and engineering teams and external partners. 
  • Working cross-organizationally with support and engineering teams to ensure alignment and focus on resolving process inefficiencies and ability to meet KPI goals. 
  • Participates in design and system implementation projects, document requirements, issue identification and resolution.  
  • Collaborate and participate in meetings with direct and cross-functional teams to define project objectives and requirements
  • Gather, analyze and understand materials required to complete a project goal, where information includes but not limited to existing documentation, flows and input from involved teams
  • Works with Product Managers or Vonage technicians to document highly technical procedures.
  • Conduct thorough needs assessments to identify knowledge and skills gaps within the organization, and design supplemental training materials and facilitate training sessions for Care Support teams.
  • Communicate effectively with all stakeholders to provide updates, gather feedback, and address concerns related to any gaps in existing training initiatives.
  • Partner with subject matter experts to gather and verify training content, ensuring accuracy and relevance. 

What is Required (Technical Knowledge, Software, Etc.):

  • Strong written and verbal communication skills
  • Detail-oriented with strong analytical skills 
  • Strong facilitation skills with working and steering committees
  • Able to interface with multiple engineering teams to gain needed information and to validate information
  • Technical expertise and understanding of telephony, networking, cloud technology and unified communications for large scale enterprises
  • Strong demonstrated customer and agent focus
  • Ability to  efficiently complete tasks with operational excellence and attention to detail
  • Ability to manage multiple projects and work under tight deadlines that are often dependent on product rollout schedules

Additional Skills (would like to have but not required)

  • 5+ years Vonage Customer Care and/or technical experience
  • Experience in technical project management
  • Experience creating detailed project plans
  • Highly proficient in preparation of data using excel or google sheets
  • Experience with establishing work procedures
  • Telecommunications and network management knowledge
  • Experience in instructional design and/or training facilitation

Education

Bachelor Degree or 10+ years of equivalent experience.

 

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