Based in Tokyo, Japan

Our client is a leading US Contact Center Software vendor.

Job Summary

The Business Consultant is responsible for assisting in the implementation of EFM (Enterprise Feedback Management) and Voice of the Customer Analytics Software solutions at customer sites, which includes planning software implementation procedures, understanding customer business requirements, relating them to the software, and defining processes for use with this software. Typically, the Business Consultant will be responsible for defining and executing detailed configuration tasks and complex configuration work such as creation of the logical and physical configuration, as well as training clients on usage of the software.

The Business Consultant will work as a key member of the Professional Services Organization, must be flexible enough to work individually on engagements as well as with a large team of consultants on more complex engagements.

The successful candidate will possess the ability to be a self-starter, working independently with diverse customers. In addition, the applicant must be able to be a strong collaborator and willing to participate as a leader in the Professional Services organization’s ongoing practice development efforts.

Key Accountabilities:

• Facilitating requirements and discovery sessions
• Requirements definition and documentation
• VoC (Voice of Customer Analytics) process design and implementation
• Creation participation of both the logical and physical design configuration
• Review with the services team and the customer technical and architectural standards
• Training the customer on the use of the software
• Detailed configuration work
• Testing and QA process
• Implementation planning
• Application roll-out.
• Create customer references by helping customers achieve Return on Investment
• Act in accordance with the Information Security Policy and Information Management Policy and Privacy Policy

 

Requirements

Based in Tokyo, Japan

• Strong organizational skills and self-managing personality
• Verbal and written communication must be exceptional
• Management consulting background
• Technology-savvy, with a background working with COTS (Commercial Off-the-shelf) applications and implementations
• 5+ years of overall working experience
• 3+ years in the management consulting industry
• 2+ years of work experience implementing enterprise-level software solutions
  • CRM experience preferre
  

Job keywords/tags:  Contact Center , Call Center , Voice Logging , Voice , Voice Recording