The Senior Contact Center Specialist is a technical business development role that will focus on delivering call center solutions within the Evolve IP unified distribution channels. This will include supporting Contact Center sales opportunities generated by the direct sales force, existing customer base, indirect channel partners, and private label relationships nationally.

The position will directly support all channels as a pre/post sale resource supporting the Contact Center Practice to:

  • Achieve the financial goals of the Contact Center Practice
  • Perform prospective customer discovery to determine customer requirements
  • Present/demo solutions and recommendations in a consultative manner that instills confidence in Evolve’s call center offerings and practice capabilities
  • Support sales efforts to generate new revenue through business case development, evaluation of customer needs, identification and evaluation of solutions/alternatives, and the creation of presentations
  • Develop customer design documentation (call flows, architectural diagrams, etc.) to aid in the Sales process and to fully capture customer needs for the Service Delivery team to implement
  • Perform on-site customer visits as needed to engage in sales, support, or training activities on a national basis as needed
  • Consulting with customers to design and document IVR call flows based upon the customer’s requirements, system features, and IVR best practices.
  • Working with existing customers to perform “health checks” of their call center technology deployment – review customer configuration, educate on products/features available but not deployed, and provide suggestions that optimizes their call center or agent performance. Perform related activities on a quarterly basis to deepen customer connections with Evolve IP and increase customer satisfaction.


  • Achieve the financial goals of the Contact Center Practice
  • Supporting all channels conducting webinars, seminars, and conference calls with prospects, customers, and partners
  • Navigating complex sales cycles, consulting prospective customers on contact center capabilities, and presenting solutions
  • Conducting deep-dive discovery, designing solutions, and creating revenue opportunities while effectively managing all stakeholder’s expectations
  • Evaluate customer needs and apply call center concepts along with Evolve IP products to develop and present recommended solutions that meet customer requirements
  • Training partners, project managers, and Technical Advisors on call center products, solutions, and strategies
  • Support product development documentation activities, build training materials, and assist with marketing material content, knowledge base entries, and blog posts.
  • Perform competitive analysis and make recommendations for product enhancements
  • Perform on-site and web-based training for contact center customers
  • Consult with existing customers to optimize their call center performance

Must Have:

  • Minimum 5 to 7 years practical experience in contact center operations, administration, or technology infrastructure
  • Prior experience in multi-site call center technology/operations with at least 500 agents
  • Pre-sales or sales experience strongly preferred
  • Ability to act in a consultative manner to understand customer requirements, develop solutions, present those recommendations, and earn customer’s confidence in the proposed solution
  • Requires a working knowledge of call center administration and concepts including routing strategies, workforce management, management reporting, optimizing agent performance, and delivering results that balance customer satisfaction with organizational drivers (such as cost, revenue, first-call resolution, etc.)
  • Experience with premise-based call center platforms such as Avaya, Cisco, Nortel, ShoreTel, or Aspect
  • Experience with Workforce Management principles and commercial software solutions strongly preferred
  • Adept at developing design documentation including call flows and detailed requirements
  • Must possess strong presentation skills and be able to communicate professionally in written responses to emails, RFPs, and when submitting reports
  • Excellent problem solving and analytical skills
  • Ability to work in a fast-paced, dynamic environment that requires excellent time management and organizational skills
  • Ability to achieve results despite large workload and competing demands.
  • Work without direct supervision using good judgment and appropriately escalating issues or questions
  • Must be prepared for moderate travel (2-3 trips per month of 1-2 days)

Special Skills/Equipment

The Contact Center Specialist needs to understand how to differentiate Evolve IP’s contact center products and services from the competition. A critical success factor for this role is the ability to properly understand the customer’s needs, develop the right solution leveraging Evolve’s capabilities, and staying connected with the customer during and after the implementation process to ensure continued customer satisfaction.

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