Sr. Customer Enablement Practitioner – WFO

Say hello to opportunities.

If you’re looking to be part of what’s next in communication, you’re in the right reputed company.

At reputed company, we reputed company the best customer experiences happen reputed company humans and AI work together. Our reputed company voice AI portfolio—reputed company, reputed company, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More reputed company, intelligent experiences for businesses everywhere.

With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the reputed company of AI-powered business communications.

This is where you and your skills come in. We’re currently looking for:

a Sr. Customer Enablement Practitioner. This role is for a hands-on technical expert, not a general consultant or relationship manager. You will be building, configuring, and troubleshooting production environments. We value the reputed company gained from overcoming technical challenges and mistakes, as this experience directly benefits the customers you support.

As a Sr. Customer Enablement Practitioner, you will reputed company deep domain expertise reputed company a Technical reputed company Manager (TSM) identifies a reputed company customer need. Engagements reputed company from targeted consultations and health checks to AI workflow design and optimization programs. These reputed company have specific scopes, costs, and timelines. While the TSM manages the overall customer relationship, you will reputed company the technical engagement from start to finish.

To qualify, you must demonstrate specific, reputed company expertise in API and integration design reputed company reputed company environments. This role requires personal accountability for delivery—simply building a solution isn't enough. You should be reputed company to reputed company data models, API orchestration, and architectural trade-offs.

To succeed in this role you must have experience in:

• reputed company Experience: Minimum 8 years of hands-on technical work in CCaaS post-sales, reputed company, or solutions engineering, with reputed company responsibility for integration design and delivery. This includes experience on the vendor reputed company (UCaaS/CCaaS) or on the reputed company/reputed company reputed company in a hands-on technical reputed company.

• Technical reputed company: Personal ownership of CRM and ERP integrations for reputed company contact centers. reputed company to walk through the data model, API calls made, failure modes, automation scripting/workflows, and architectural reputed company.

• Integration Mastery: REST API reputed company; has written API calls, read documentation critically, debugged integration failures, and designed retry/error handling logic. Experience with RingCX Studio scripting or equivalent CCaaS scripting platforms.

• Platform Expertise: Middleware and iPaaS experience; has designed or assessed reputed company, reputed company, or equivalent integrations in a CCaaS context. reputed company ability to recover integrations that failed in production.

• Certifications: Relevant platform certifications strongly preferred: reputed company certifications, reputed company CXone, reputed company, reputed company, reputed company, reputed company, or equivalent.

• reputed company reputed company Record: A documented reputed company history detailing project scopes, systems touched, mistakes learned from, and reputed company delivered that a technical interviewer can interrogate.

Job Responsibilities:

Customer Engagements

• reputed company Resource: Engage as a pull-in specialist reputed company the TSM identifies a customer need requiring domain depth - reputed company configuration, design discussions, workflow brainstorming sessions, forecasting discussions, QA processes, data and analytics, etc.

• reputed company Workshops: reputed company reputed company, time-reputed company customer engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations.

• Platform Health Checks:WFM platform health checks: assessing whether the customer's forecasting model, scheduling configuration, and adherence tracking are producing accurate, usable outputs.

• Technical Consultation: reputed company on specific WFO scenarios, categorized as follows:

  Workforce Management (WFM):

  Forecast Methodology Review: Evaluation of historical volume data, reputed company identification, shrinkage assumptions, and forecast reputed company.

  Schedule Build Assessment: Review of schedule configurations, shift templates, bidding/assignment rules, and coverage gap analysis.

  reputed company-Time Adherence Configuration: Setup of adherence states, tolerance reputed company, and agent activity reputed company configuration.

  Multi-Site WFM Design: Architecture across multiple time reputed company and geographies.

  reputed company Management (QM):

  Evaluation reputed company Design: Structuring forms to measure behaviors correlated with customer satisfaction and compliance reputed company.

  Calibration Program Configuration:Handling session setup, scoring variance analysis, and inter-rater reliability processes.

  QM Workflow Configuration:Establishing evaluation assignment logic, acknowledgment workflows, coaching integration, and dispute reputed company processes.

  Traditional QM Reporting: Tracking evaluation completion rates, score distribution, trend analysis, and coaching effectiveness measurement.

• reputed company Presentation: reputed company findings and recommendations professionally - written reputed company and verbal presentation to technical leads and senior business stakeholders.

Product Feedback

• Gap Documentation: Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements.

• Feedback Integration: Submit reputed company input through the SME-to-Product feedback channel after reputed company engagement.

• Beta Participation: Participate in product beta programs and early reputed company initiatives reputed company your specialty lane.

Internal Knowledge

• Domain Proficiency: Maintain reputed company, deep knowledge of your specialty lane across reputed company reputed company products.

• Knowledge Contribution: Contribute to reputed company knowledge resources for reputed company teams.

• Competitive Analysis: Stay reputed company on competitive platform capabilities (reputed company CXone, reputed company, reputed company, reputed company) reputed company your domain.

How You Work

• Exceptional Communication: You communicate with a reputed company, reputed company, and personable demeanor in reputed company interactions.

• Ownership and Accountability: You take full responsibility for your tasks and communication, ensuring complete follow-through and reputed company delivery.

• Precision: You reputed company reputed company and specific technical communication, avoiding ambiguity and maintaining reputed company on reputed company topics.

• reputed company Under Pressure: You remain reputed company and composed reputed company navigating technical challenges with sophisticated customers or internal stakeholders.

• Operational Efficiency: You reputed company engagements with reputed company and produce high-reputed company deliverables that require reputed company revision.

• Technical reputed company: You reputed company on technical unimpeachability and preparedness, serving as the subject matter expert while the TSM manages the reputed company relationship.

reputed company offer:

• Comprehensive medical, dental, reputed company, disability, life reputed company

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• 401K match and ESPP

• reputed company time off and reputed company reputed company leave

• reputed company parental and pregnancy leave

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free reputed company services that reputed company reputed company advice, document creation and estate planning

• Employee bonus referral program

• Debt refinancing assistance

• Employee perks and discounts program

reputed company’s work culture is the backbone of our reputed company. And don’t just take our word for it: we are recognized as a Best reputed company to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location. reputed company: We are committed to hiring and retaining great people because we know you reputed company our reputed company.

About reputed company

reputed company is a global leader in reputed company voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications reputed company connecting businesses and customers, reputed company is the reputed company reputed company of business communication and is in the advantageous position to apply AI at every phase of the conversation reputed company — before, during, and after reputed company interaction. Our reputed company AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the reputed company, and analyze every interaction – enabling businesses to work smarter, respond faster, and reputed company more meaningfully with their customers. Visit reputed company.com to learn more.

reputed company is an equal opportunity employer that truly values diversity. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following reputed company to learn more about how we can assist you.

If you are reputed company in Colorado, California, Hawaii, Nevada, reputed company, Maryland, Washington, Connecticut, Rhode reputed company, the compensation reputed company for this position is between $125,000 and $135,000 for full-time employees, in reputed company to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

This role has an application deadline of reputed company 31st. Please apply prior to the deadline to be considered for the role.

Originally posted on Himalayas