Contact Center Curriculum Developer 

We are looking for a Curriculum Developer with contact center management experience to join our instructional design team. As part of our team, you help design and create role-based training and curriculum based upon best practices that will enable customers and partners to use the SuccessKPI platform. You may also evaluate existing curriculums and help integrate new technology or adapt them into digital formats.  

Job Location: Remote in Brazil, India or Poland (Poland will be a B2B Contractor opportunity)

Why Work for SuccessKPI  

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work.   
• Opportunity to work for a fast-growth global company in the rapidly growing analytics space.   
• Opportunity for career development and growth opportunities as we grow and scale.   
• Opportunity to build industry relationships and work alongside seasoned industry experts.   
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI!  

What You Will Do  

• Document best practices according to the contact center management role. 
• Analyze the given subject and create a course outline, including the timetable, and post it on the internet or applicable eLearning devices. 
• Create eLearning activities within the given subject and provide outcome-based objectives. 
• Develop eLearning materials that are creative and innovative with regards to the group of learners; and provide supporting materials like video, audio clips, website links, interactive simulations and games as needed. 
• Assess the degree of course difficulty and ensure alignment with the learner’s understanding and prior knowledge. 
• Coordinate with other learning and subject matter experts to provide insight regarding developed courses. 
• Interact with learners using different types of mediums such as group chats or eLearning classrooms to address concerns involving the given subject.   

What You Will Bring 

Required qualifications to be successful in this role:  

• A bachelor’s degree in education, educational technology, or any related field.  
• A minimum of 5 years of experience working and managing a contact center. 
• A master’s degree in any of the above specializations is highly desirable but not mandatory. 
• Innovative with the ability to formulate ideas quickly and effortlessly. 
• Contact Center background is a must.  

Technical & Industry Knowledge 

• In-depth knowledge about managing a contact center. 
• Ability to document best practices and devise course materials. 
• Ability to storyboard courses prior to development.  
• Project Management skills including the extensive use of outlines, graphs, visual aids, etc. 
• Presentation skills and the ability to use technology as a tool for eLearning materials. 
• Communication skills both in written and verbal form. 
• Proficient at using Articulate 360 Rise and storyline, Camtasia, and LMS Platforms. 
• Visual and artistic abilities creating imagery out of ideas and presenting facts in an interesting manner. 
• Assessment development with the ability to align assessments with company objectives. 

Leadership & Interpersonal Skills 

• Passion for knowledge with a demonstrable enthusiasm for learning and teaching others.  
• Superior communication skills to communicate complex topics in terms that others can understand. 
• Strategic mindset towards the big picture while capturing and managing the small details involved.  
• Innovation, vision, and creativity to take information and craft it into something tangible that can be used to impart wisdom. 
• Teamwork and the ability to work collaboratively with all organizational levels. 
• Time management and flexibility to ensure effective completion of tasks. 
• Ability to give and take constructive criticism for the purpose of improvement. 

If you think you’d be a great fit for SuccessKPI and do not see a job posting open that suits your skills, please feel free to submit a resume here. 

SuccessKPI is a global company with a vision to inspire and enable next generation experiences for the world. With a deep focus on achieving success through a shared understanding that we are stronger together, we weave our values into everything we do. Our employees are innovators and builders that help shape the future of our organization.

We put YOU first, offering employees an opportunity to make their mark here while creating and nurturing a strong life-work balance. We offer a flexible work environment as a fully remote team, so that you can thrive in today’s ever-changing world. If this sounds like a team you’d be proud to work with, apply today and join us.

We are committed to a diverse and inclusive workplace, where employees, customers, and partners feel comfortable bringing their whole authentic selves to work. We embrace differences and unique ideas and look forward to learning from one another each and every day.

Learn more about our values & competitive benefits by visiting our website: https://successkpi.com/careers/

Service Delivery Manager 

The Service Delivery Manager is integral to the on-going technical solution deployment and technical application support of professional services (PS) capabilities. They are responsible for delivering SuccessKPI solutions for customers or Partners. This position is responsible for developing a high level of expertise across the majority of SuccessKPI products.  

Job Location: Remote Work, Thailand, Philippines, or India – MUST BE FLUENT IN THAI & ENGLISH

Why work for SuccessKPI:   

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work  
• Opportunity to work for a fast-growth global company in the rapidly growing analytics space   
• Opportunity for career development and growth opportunities as we grow and scale   
• Opportunity to build industry relationships and work alongside seasoned industry experts   
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI!  

What You’ll Do:    

• Demonstrates product expertise in most Contact Center products i.e. Genesys/Amazon Connect/Ujet/Talkdesk 
• Provides top quality service engagements for large or strategic customers or other accounts serving as the lead technical architect, advisor and/or engineer  
• Follows PS implementation standards  
• Assesses complex project situations to make appropriate recommendations to both internal team and the customer  
• Initiates and suggests process improvements to Project Managers and other Management to increase efficiency for delivery of SuccessKPI solutions  

Solution Deployment (85%)  

• Works in close concert with Project Manager in successfully delivering projects  
• Delivers technical implementation activities from post-sale to support transition for PS engagements as required for key customers and to load balance with the rest of the team  
• Execution of project plan tasks associated with engagements  
• Test plan validation  
• Maintains on average 70% utilization for billable projects  
• Identifies engagement-related problem areas and solves the issues in a proactive manner  
• Assists the Support group in performing service call/maintenance activities as required  
• Provide technical training to internal or external resources as needed  
• Maintains friendly and professional attitude in stressful situations  

Administration (5%)  

• Maintains accurate and timely submission of timesheets, expense reports, and project-related forms  
• Maintains regular internal communications with project team, team lead, and manager  
• Provides feedback and updates to internal processes through internal documentation  
• Follows standard department processes  

Training (10%)  

• Continues to stay abreast of technology through internal training, lab development, and industry standard training/certifications  

What You’ll Bring: 

• Background or education in Telecommunication/Computer Engineering, Computer Science, Computer Technology, related technical discipline, or equivalent professional technical experience  
• 3+ years of experience with Contact Center technologies  
• Knowledge on Amazon Web Services (AWS)  
• Development experience building apps and integration leveraging APIs, JSON, and JavaScript  
• 6+ years of related experience   
• Excellent communication skills – must be able fluent in both English & Thai language 
• Software: MicroStrategy, MS Office (Sharepoint, Word, Excel, PowerPoint, Access), Email (MS Outlook)  

Highly Desired Technical Skills   

• Python; MicroStrategy; AWS DevOPS certified  

Business Skills   

• Capable of working on or leading a team through a fast paced and complex project  
• Excellent verbal and written business communication skills, including escalation management and information presentation  
• Knowledge of customer service processes  
• Knowledge of Cloud change control processes  
• Exercises good judgment  
• Strong follow-through, ownership & responsibility on tasks assigned  
• Effective time management and maintains flexibility  

STRATEGIC ALLIANCE CHANNEL MANAGER 

Would you like to be part of the team that is redefining CX? SuccessKPI is leading the next paradigm shift in customer experience and quality data analytics. We are looking for world-class candidates to help define and deliver our partner acceleration activities within our SuccessKPI Partner Network. The SuccessKPI Partner Network includes technology service brokers (TSBs), Cloud providers (AWS), consulting partners, systems integrators, contact center technology partners, ISVs, BPOs, distributors, and value-added resellers that sell, install, and support SuccessKPI software globally. 

JOB LOCATION  

• Work From Home / Remote Work, USA 
• Must reside in one of the following states: CA, CO, FL, GA, IL, ID, IN, MA, MD, MO, MI, NE, NC, NJ, NY, PA, TN, TX, VA, WA

WHY WORK AT SUCCESSKPI 

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. You’ll work as a leader across teams to deliver impactful projects and enjoy opportunities to advance your career in a diverse, inclusive environment. 

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work  
• Opportunity to work for a fast-growth global company in the rapidly growing analytics space 
• Opportunity for career development and growth opportunities as we grow and scale 
• Opportunity to build industry relationships and work alongside seasoned industry experts 
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT SUCCESSKPI! 

We are looking for a Strategic Alliance Manager, with the right energy, competitive spirit, personal drive and track record of success to lead and grow our strategic partnership with AWS. Your responsibilities will include developing training and business enablement plans, helping to build, track and manage a pipeline of registered opportunities to closure, and evangelizing SuccessKPI across the many AWS business units, including CCI (Customer Contact Intelligence Solutions) and Amazon Connect. The successful candidate will also be responsible for driving inputs to evolve existing programs and create new benefits to build a long-lasting partnership. Must have experience working with SaaS, as well as a track record of channel sales success working in SaaS, CCaaS, and/or CX.  

RESPONSIBILITIES 

• This position has a high level of visibility. You will need to be a strong leader and be able to communicate clearly both in writing and through presentation skills 
• Manage the day-to-day GTM activities and initiatives with the AWS organization. This includes the delivery of excellence in enablement, onboarding, pipeline management, and ensuring sales alignment to provide exceptional partner & customer experience 
• Collaborate with Sales, Marketing, Product, and Engineering teams on key priorities & investments to grow SuccessKPI’s indirect sales revenue with AWS. 
• Identify and align with AWS partners to expand the scope of the partnership. 
• Build business plans with key AWS stakeholders to drive mindshare and growth 
• Execute sales training and provide marketing support 
• Identify specific customer segments and industry verticals to approach with a joint value proposition for using SuccessKPI 
• Track sales pipeline and bookings against quota and other metrics 
• Communicate regularly and effectively with Channel Leadership & Operations, providing accurate and timely forecasts and maintaining accurate records in all internal CRM and reporting tools 

REQUIREMENTS 

• Minimum 5 years working in channel management, channel sales, or similar ole for a software technology company preferably managing partnerships in Contact Center, CCaaS, or CX space 
• Demonstrate ability to drive partner programs and sales enablement. 
• Experience with SaaS Resellers in North America (preferably large, global firms with complex sales organizations) 
• Proven record of earning trust. The ability to earn trust is foundational to developing the right relationships in support of becoming a trusted advisor to the AWS and SuccessKPI teams 
• Demonstrate ability to deliver results. The SuccessKPI channel team knows how to get things done. Candidates must show they are focused leading the channel motions to build the scaling engine to deliver sales results 
• Excellent communication & presentations skills with the ability to engage with Partner & Internal Sales & Marketing stakeholders. 
• Ability to build and hold QBRs with key AWS stakeholders 
• Detail-oriented, organized, ethical, responsible, self-motivated