Sr. Consultant, Customer Experience

Who We Are 

Burwood Group is not your average technology consulting firm. We are an innovative, culture-driven industry leader that helps companies use and manage technology to transform business and improve outcomes. Founded in 1997 and headquartered in Oak Brook, IL, we've grown to be a 200+ employee firm with team members located across the United States. 

Burwood fosters an employee ownership culture that celebrates both teamwork and personal growth. We’ve cultivated an incredible team of people who are dedicated to their craft and passionate about using their skills to make a meaningful impact on our customers’ success.  Join our team and build a career as unique as you are. 

WHAT YOU’LL DO

The Customer Experience Sr. Consultant will be responsible for overseeing the design, architecture, implementation and security of a variety of unified contact center and contact center as a service (CCaaS) technologies.

In addition, the Customer Experience Sr. Consultant will be responsible for:

• Support client visioning for future systems deployments or optimizations.
• Prepare scope documents in conjunction with the sales team and high-level project plans in conjunction with PMO.
• Design and implement best practices for Customer Experience solution deployment to ensure client investment is consistent with their business objectives and that proposed projects are executed successfully.
• Support sales efforts surrounding delivery team.
• Training and support of Associate Consultants and more junior team members.

WHO YOU ARE

• You have a strong consulting/delivery background and have worked through the full project lifecycle with sales to deployment for Contact Center/CCaaS initiatives.
• You enjoy a problem-solving challenge.  You use this passion to better deliver client management resolution with your excellent debugging and troubleshooting skills.
• You have the expertise and professionalism to interact with any level of an organization.
• Your work style is flexible.  Some tasks are great to tackle with a team, and other stuff you can handle on your own!
• You have excellent communication skills, whether that be in-person, via video, over the phone, or e-mail.
• You don’t mind responsibility, you’re accountable for your work, and dedicated to a job well done. 
• You’re willing to travel as needed 

THE TECH STUFF

• Cisco Contact Center (UCCX, UCCE, PCCE, WxCC).
• Cisco voice gateways and Telco configuration (POTS, PRI, SIP) that pertain to Contact Center implementations.
• Cisco Unified Communications Manager pertains to Contact Center implementations.
• Contact Center as a Service (CCaaS)
• Migrating/Integrating legacy contact center technology with CCaaS applications.
• Experience with Genesys Cloud is preferred but not required.
• Five9’s experience preferred, but not required.
• Ujet and/or Verint experience preferred, but not required.
• Nice CXOne experience preferred, but not required.
• Familiarity with scripting languages: JSON, Java, Python, PowerShell, etc.

The PERKS

If you ask any of our employees here at Burwood, “what we love”, the top answer is always the same: our culture.  Our employees are driven, innovative, and fun-loving, and they are always willing to help. In addition to that, Burwood also offers some fantastic benefits:

• Generous vacation policy
• 401(k) and Roth 401(k) savings plan, complete with a company match
• Health, dental, and vision insurance
• Life and accident insurance
• Short and Long-Term Disability coverage
• Mental wellness programs
• Flexible spending accounts for pre-tax healthcare and transit/parking expenses
• Learning opportunities in support of career development
• Access to financial planning expertise

Compensation packages at Burwood Group are based on various factors unique to each candidate, including work location, skill set, experience, qualifications, and other job-related factors. ​

The estimated salary range for this role is ($130,000 - $150,000). This role may also be eligible for incentive compensation based on individual and/or company performance. 

Our Commitment to Diversity & Inclusion

We are not intent on being the largest company, but rather, the best. These are the words we live by. This means we welcome all the best talent - regardless of gender, race, ethnicity, sexual orientation, disability, religion, and age. 

Being open to all cultural backgrounds, life experiences, thoughts, and ideas not only strengthens company culture but also encourages different-in-kind thinking and promotes economic success.