Business Value Consultant

Role overview

The Business Value Consultant helps prospective and existing customers understand how contact centre, unified communications, customer experience, workforce optimisation, self-service, automation, and AI solutions can address operational challenges. This customer-facing advisory role combines contact centre expertise, technical solution design, business analysis, and value consulting across strategic sales opportunities and customer optimisation engagements.

Responsibilities

- Support strategic and complex sales opportunities by conducting discovery, assessing current operations, identifying risks, and shaping suitable solution architectures. - Analyse contact centre processes, technologies, metrics, and analytics to identify gaps and create practical improvement roadmaps. - Explain solution options and trade-offs to business leaders, operations teams, technology professionals, and executive stakeholders. - Lead or support demonstrations, proof-of-concept activities, on-site consulting, go/no-go assessments, workshops, and post-engagement reporting. - Help customers estimate potential return on investment and develop recommendations involving configuration changes, underused capabilities, or additional services. - Provide internal mentoring and subject-matter guidance on call flows, workforce management, quality monitoring, performance metrics, customer experience, and contact centre best practices.

Requirements

- At least five years of consulting experience involving contact centre and unified communications technologies, together with at least five years in an operational contact centre environment. - Progressive experience in contact centre, VoIP, unified communications, or related technology roles; sales engineering experience is advantageous. - Strong understanding of contact centre technology, quality management, workforce management, industry trends, and emerging communication technologies. - Practical understanding of AI and how it can improve efficiency for teams, organisations, and customers. - Excellent presentation, written communication, interpersonal, organisational, and analytical skills, with the ability to work independently and collaboratively. - Bachelor’s degree or equivalent professional experience, plus the flexibility to accommodate travel.

Nice to have

- Experience with hosted contact centre, unified communications, communications-platform, self-service, automation, and AI products. - Experience working with technology ecosystem partners and supporting customer-facing transformation or change-management initiatives.