At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

Professional Services, Customization Solutions Consultant

The Professional Services (PS) Customization Solutions Consultant will successfully implement the most advanced and intelligent technologies for 8x8 customers using our award-winning hosted UCaaS, CCaaS, CPaaS, and AI/ML solutions. Your solutions development experience, call center and telecom industry knowledge, understanding of  Natural Language Processing (NLP) technologies for chat and voice, and strong customer presence will help 8x8 deliver world-class custom solutions.

Job Description:

As a Customization Solutions Consultant at 8x8, Inc., you will be responsible for leading and executing custom integration projects, custom IVR (Interactive Voice Response) design and configuration, and conversational AI chat and voice projects for enterprise customers. Your primary focus will be on designing, developing, and testing customized solutions to meet our clients' unique requirements. You will work closely with cross-functional teams and engage directly with customers to understand their needs, gather requirements, and deliver high-quality, tailored solutions.

Responsibilities:

Custom Integration Projects:

Collaborate with customers, sales teams, and solution architects to understand customer requirements and design custom integration solutions.

Work closely with developers to develop and implement custom integration projects using APIs, SDKs, and other relevant technologies.

Perform integration testing to ensure the seamless integration of 8x8's communication platform with customer systems, applications, and databases.

Troubleshoot and resolve any issues that arise during the integration process.

Provide ongoing support and maintenance for deployed custom integrations.

Custom IVR Design and Configuration:

Work closely with customers to design and configure custom IVR systems aligning with their business needs.

Develop IVR call flows, prompts, and menus using 8x8's IVR configuration tools.

Integrate IVR systems with backend databases, CRM systems, and other customer applications.

Conduct testing to ensure the IVR system functions correctly, meets customer requirements, and provides a seamless caller experience.

Provide documentation and customer training on administering and modifying the custom IVR configurations.

Conversational AI Chat and Voice Projects:

Collaborate with customers to design innovative, user-focused conversational interfaces including planning and leading workshops, design reviews, showcases, and other types of meetings to align and communicate information.

Implement Backend integrations in various technologies (mainly Node.js, Restful API)

Analyze transcripts of user interactions and document their personas and language to interaction models (intents, utterances, slots, and slot values)

Create and refine thorough, accurate flow diagrams and other related documentation to communicate the behavior of a complete conversational system

Drive solutions from design workshop to production, from conception to prototype to production-level experience

Act as a design liaison between customers, service engineering teams, and support

Project Engagement:

Act as the primary technical point of contact for customers during the customization delivery process, providing regular updates on project status and addressing any concerns or issues.

Collaborate with cross-functional teams, including sales, solution architects, product management, developers, and support to ensure successful project delivery.

Manage project technical deliverables per SOW to ensure projects are completed on time and within budget with the ability to identify change requests and help execute them as needed

Conduct customer training sessions to educate them on the features and functionality of the custom solutions.

Qualifications:

Bachelor's degree in computer science, engineering, or 5+ years’ experience in a customer-facing consultative capacity for UC and CC systems, preferably with cloud-based experience.

Solid experience in custom integration projects, IVR methodology, design and configuration, and conversational AI chat and voice projects.

Proficiency in programming languages such as Java, Python, PHP, and JavaScript.

Strong understanding of APIs, SDKs, and web services.

Knowledge of conversational AI/ML technologies and natural language processing.

Experience with cloud platforms and technologies ( AWS, Azure, GCP).

Excellent analytical and problem-solving skills, with the ability to think strategically and creatively

Strong organizational and time management skills 

Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships and trust

Ability to work independently and as part of a team in a fast-paced, customer-focused environment

Willingness and ability to travel as required

The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.

Salary Ranges:

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

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