Business Process Review Specialist (Contact Centres)

We strive to enhance our customers' ability to communicate within today's business environment while looking to innovate for their future.

The Business Process Review Specialist role is responsible for helping our customers identify the need of their customer base and define their long-term strategy, aligning Vonage products and services with their business goals.

We develop industry-leading relationships with our customers, helping them find the best solutions for their communication needs. Working collaboratively with our customers, we take the time to understand their requirements, guide them through best practices and build customised strategic roadmaps. The roadmaps created by the Business Process Review Specialist are a crucial foundation of the partnership between Vonage and our customers.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...

• Internal Activities 
• Work with our Account Management and Customer Success teams to identify and prioritise customers that would benefit from a business process review. 
• Develop and document the processes for the delivery of business process reviews.
• Feedback to internal teams themes and trends identified. 
• External Activities 
• Work with stakeholders to identify opportunities to increase the perceived value of Vonage as a strategic partner. 
• Technical reviews and qualitative analysis of the Vonage platform and the business processes
• Document findings and recommendations following the review.
• Lead playback sessions with product and engineering support to showcase recommendations and possibilities.  
• Work with the Customer Success group to devise the roadmap and next steps. 

• The ability to quickly build and maintain trusted and professional stakeholder relationships.
• The experience to confidently manage and prioritise your workload to meet deadlines whilst always maintaining an exceptional quality of work and attention to detail.
• The confidence to influence behavioural change and spot opportunities to provide technology solutions, adding value and efficiency to the customer experience.
• Act as a strong team player by supporting colleagues and actively sharing your knowledge and expertise.
• Having an agile and open mind about adopting emerging technology.

Experience in Business Analysis or Business Process Review role

• Contact Centre experience
• Ability to build new processes and put them into place
• Excellent research and analytic skills
• In-depth knowledge of data modelling techniques
• Working knowledge of relevant business management principles
• Excellent attention to detail
• Ability to turn complex concepts into simple language
• Excellent verbal and written communication skills
• This role supports our global customer base and will require regular international travel
  

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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