We are seeking a CX Lead Consultant to join our Manchester based team. In this role you will play a pivotal part in developing and maintaining a team of CX Consultants who will play a crucial role in supporting our existing customers and collaborating with internal Sales team to scope solutions to our customers problems.

What will you be doing day-to-day?

Collaborate closely with the Customer Success team to empower existing clients, ensuring they fully leverage the capabilities of our SmartAgent product & Amazon Connect.

Partner with the Sales team to understand prospective customers challenges and formulate comprehensive solution proposals.

Transform customer problems into defined work packages for handover to the Solution Architecture team, ensuring the alignment of the customers' needs with our product suite.

Gather valuable insights from customers challenges and convey these insights to the Product team to guide the development roadmap and feature enhancements.

Maintain a deep understanding of the latest AWS and Amazon Connect updates and educate clients on best practices to optimise their customer experience.

Triaging requests for change (RFC) from current customers and briefing Solution Architects / CX Engineers on details.

Provide support and leadership in the management of CX Consultants, whilst actively developing and maintaining a framework to facilitate the growth of the CX Consultancy team.

Experience working with AWS or other cloud providers

Experience within the Contact Centre space

Experience building and leading a team

Forming tight scopes

Commercially aware (SOWs)

We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That's why we place relationships at the heart of everything we do.

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

A few things to note
This is a hybrid role; we require you to be in our Manchester office at least 2 days a week.

We do not need agency support; we do all our recruitment in house.

Unfortunately, we can't offer visa sponsorship or relocation support for this role.