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Implementation Manager/Project Manager
NICE inContact, LLC
Sept, 2016 - Aug, 2018
Sandy, Utah

In this position, I engaged customers in a consultative capacity and providing specialized expertise around NICE inContact products – the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, and social media. I was responsible for the implementation of a client’s contact center from the time that the product was sold to the time that the client goes into production and help maintain a high CSAT score for the company. I was also responsible for both technical and business tasks including managing customer expectations and satisfaction, configuring NICE inContact products based on best practices and customer requirements, coordinating interdepartmental activities within NICE inContact, tracking time and status within NICE inContact systems, and other tasks related to the success of his or her engagement.

• KCS Coach and member of Knowledge Base Management council Coaching and promoting my KCS analysts to write articles in the internal knowledge management site.
• Influence and promote healthy knowledge sharing within the department and company.
• Subject Matter Expert (SME) team lead on one of the leading products for the company. Lead team members through training to maximize product knowledge.
• Trained teammates on the product knowledge and ensured product documentation was up to date to provide beneficial information to customers.