Summary:
The
Omnichannel Implementation Consultant
will play a crucial role in designing, implementing, and optimizing omnichannel support solutions that enhance a personalized customer experience across multiple touchpoints such as portals, chat, telephony, email, and other communication platforms.
This role involves collaborating with product support teams, IT, and other stakeholders to ensure the seamless integration of systems, improve support workflows, and enable data-driven decision-making.
The consultant will focus on delivering a scalable, efficient, and high-value customer support experience by leveraging cutting-edge technologies.
This individual will act as liaison between Product Support team and product team to modernize product support tech stack.
Key Responsibilities:
Omnichannel Strategy : Lead the design and execution of an omnichannel strategy that enhances customer support experience across various platforms and touchpoints, including chat, portals, telephony, and email.
System Integration : Ensure seamless integration between CRM, contact center, and other platforms to drive automation and efficiency in support workflows.
Platform Optimization : Analyze and optimize existing omnichannel platforms to improve user experience, response times, and overall support performance.
Collaboration : Work closely with product support teams, IT, product managers, and external vendors to align platform capabilities with business goals and customer needs.
Process Improvement : Identify opportunities for automation, AI, self-service capabilities, and process enhancements to reduce ticket volumes and improve resolution times.
Training & Enablement : Develop training materials and facilitate workshops to ensure product support teams are effectively using omnichannel tools.
Vendor Management : Manage relationships with technology vendors and service providers to ensure platform stability, updates, and service-level agreements are met.
Customer Experience Focus : Continuously assess the customer journey and feedback to refine and improve the overall support experience across all channels.
Qualifications:
Education: Bachelor's degree in a Business, Information Systems, or a related field
Experience : 3+ years in customer experience role, with at least 2 years focused on omnichannel platforms within B2B SaaS industry.
Technical Skills : Deep knowledge of omnichannel support platforms like Salesforce Service Cloud, or similar CRM systems, contact center; experience with multi touchpoint chatbots, telephony integrations, and customer portal design.
Problem-Solving : Ability to analyze complex problems, identify root causes, and implement solutions effectively.
Communication Skills : Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
Collaboration : Proven track record of working collaboratively in a matrixed environment, building relationships, and driving results across departments.
Analytical Mindset : Proficiency in data analysis, with the ability to generate insights and reports that drive platform optimizations and process improvements.
Certifications : Certifications in relevant platforms like Salesforce, ITIL, or PMP (preferred but not required).
Experience with AI-driven customer service tools or chatbots.
Familiarity with service-level agreements (SLAs) and key performance indicators (KPIs) related to customer support operations.
Understanding of customer journey mapping and design thinking methodologies.
Familiarity with Agile methodologies
Development for growth:
Product owner, Senior implementation consultant
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