Subject Matter Expert

Vonage Strategic Services Mission

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

As a Subject Matter Expert, you will play a pivotal role as the go-to resource for our teams seeking expertise in optimizing the potential of Vonage Contact Center (VCC). You'll assist our teams in creating advanced solutions for customers, making the most of their Vonage platform. This role offers the freedom to independently manage tasks, while benefiting from a supportive team environment. 

Key Responsibilities:

• Be the expert on Vonage Contact Center (VCC) in terms of functionality, capabilities, and best practices.
• Collaborate with teams to address inquiries, provide guidance, and support the promotion of VCC.
• Help to make our Community Portal engaging. Empower customers to enhance their VCC experience by creating new content, such as Masterclasses.  
• Training Delivery: Provide technical training to internal and external stakeholders.
• Stakeholder Relations: Cultivate strong relationships with key stakeholders to ensure customer satisfaction.
•  

Your Experience:

• Experience of using Vonage Contact Center or a similar platform
• Experience with JSON and Web Services
• Excellent decision-making and organizational skills
• A sense of ownership and pride in your performance and its impact on the company’s success
• Critical thinker and problem-solving skills
• Team player
• Good time-management skills
• Great interpersonal and communication skills
• Independent decision-making, supported by a team that values collaboration

No candidate will meet every single desired requirement. If your experience looks a little different from what we have identified and you think you can bring value to the role, we’d love to hear from you.  

Measures of Success

Reporting to the Director of Strategic Services, the measures of success are:

• Within your first month, you will 
• complete your onboarding program
• meet with the global team and cross-functional partners
• complete our core product training. 

• Within your 3rd month, you will have 
• Completed advanced product training
• Create your first Community Hub articles
• Be managing your case queue to answer incoming queries

• Within your 6th month, you will have 
• Delivered your first training session
• Recorded your first Masterclass
• Become the go to expert in one of our advanced products. 

JOIN THE CUSTOMER EXPERIENCE MOVEMENT

We can only achieve helping others with the right people and the right resources. That’s why we’ve created a workplace culture that is supportive, encouraging and progressive. We think about the future as much as we think about the present. That’s why we offer our people a competitive salary and flexibility where they need it, plus:

• Dedicated time for research and personal development
• Clear paths of career progression
• Unlimited paid holiday

In this role, you will make a significant impact on our team's success and contribute to the growth and satisfaction of our customers. If you are passionate about communication technology and enjoy being at the forefront of innovation, apply now. 

What is in it for you

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.

#LI-MB1

#LI-REMOTE