8x8, Inc. is Hiring a Customization Solutions Consultant

8x8, Inc. (NASDAQ: EGHT) is a leader in integrated cloud communications, offering a platform for Customer Experience (CX) that combines Contact Center, Unified Communications, and CPaaS APIs. Our AI-integrated platform enables personalized customer journeys, operational excellence, and team collaboration. We empower customer experience and IT leaders to unlock the potential of every interaction, transforming every team into a customer-facing team.

We are seeking AI-proficient, innovative, and growth-oriented individuals to join our team.

Learn more at www.8x8.com and follow us on LinkedIn, Twitter, Facebook, and Instagram.

About the Role

The Professional Services (PS) Customization Solutions Consultant will implement advanced technologies for 8x8 customers, utilizing our UCaaS, CCaaS, CPaaS, and AI/ML solutions. Your expertise in solutions development, call center and telecom, Natural Language Processing (NLP) for chat and voice, and customer engagement will be crucial in delivering world-class custom solutions.

Job Description

As a Customization Solutions Consultant, you will lead and execute custom integration projects, custom IVR (Interactive Voice Response) design and configuration, and conversational AI chat and voice projects for enterprise clients. Your focus will be on designing, developing, and testing tailored solutions to meet unique client requirements. You will collaborate with cross-functional teams and engage directly with customers to understand needs, gather requirements, and deliver high-quality, customized solutions.

Responsibilities

Custom Integration Projects

• Collaborate with customers, sales teams, and solution architects to define custom integration requirements and designs.
• Work with developers to implement custom integration projects using APIs, SDKs, and relevant technologies.
• Perform integration testing to ensure seamless integration of 8x8's platform with customer systems.
• Troubleshoot and resolve integration issues.
• Provide ongoing support and maintenance for deployed integrations.

Custom IVR Design and Configuration

• Design and configure custom IVR systems based on customer business needs.
• Develop IVR call flows, prompts, and menus using 8x8's tools.
• Integrate IVR systems with backend databases, CRM systems, and other customer applications.
• Conduct testing to ensure IVR system functionality and customer satisfaction.
• Provide documentation and training for IVR administration and configuration.

Conversational AI Chat and Voice Projects

• Design user-focused conversational interfaces through workshops, design reviews, and other collaborative meetings.
• Implement backend integrations using technologies like Node.js and Restful APIs.
• Analyze user interaction transcripts to define personas and interaction models (intents, utterances, slots).
• Create flow diagrams and documentation for conversational systems.
• Drive solutions from design workshops to production.
• Act as a liaison between customers, service engineering, and support teams.

Project Engagement

• Serve as the primary technical point of contact for customers during customization delivery, providing project updates and addressing concerns.
• Collaborate with sales, solution architects, product management, developers, and support for successful project delivery.
• Manage technical deliverables per SOW, ensuring on-time and within-budget completion, and identify change requests.
• Conduct customer training sessions on custom solution features and functionality.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or 5+ years of experience in a customer-facing consultative role for UC and CC systems, preferably cloud-based.
• Solid experience in custom integration projects, IVR design/configuration, and conversational AI chat/voice projects.
• Proficiency in programming languages: Java, Python, PHP, JavaScript.
• Strong understanding of APIs, SDKs, and web services.
• Knowledge of conversational AI/ML technologies and natural language processing.
• Experience with cloud platforms (AWS, Azure, GCP).
• Excellent analytical, problem-solving, strategic, and creative thinking skills.
• Strong organizational and time management skills.
• Excellent communication and interpersonal skills for building client relationships.
• Ability to work independently and in a team within a fast-paced, customer-focused environment.
• Willingness to travel as required.

Join 8x8, Inc. as a Customization Solutions Consultant to deliver customized solutions that optimize enterprise communications and achieve business goals. Apply your expertise in custom integration, IVR design, and conversational AI.

Salary Range: $94,125.00 - $156,875.00 per year

8x8, Inc. is an equal opportunity employer. We participate in E-Verify and provide reasonable accommodation for individuals with disabilities. Learn more at [email protected].

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