Sr. Director Analyst, Contact Center as a Service Technology (Remote-US)
Company: Gartner
Location: Stamford
Posted on: April 17, 2024
Job Description:
Senior Director Analyst, Contact Center as a Service
TechnologyAbout the Role:We're looking for a Senior Research
Director with expertise in Customer Contact as a Service (CCaaS)
vendors, products, markets, and technologies to join our Customer
Service and Support Technology research team. Experience with or
deep knowledge of CCaaS vendors like Genesys, NICE, Five9, AWS,
Cisco, Content Guru, Vonage, 8x8, and/or Talkdesk required.Gartner
Analysts are recognized as industry thought leaders and are
responsible for creating must-have research, market predictions,
vendor evaluations, and best practices for a wide array of
world-leading organizations. A Senior Director Analyst is expected
to have a keen eye for problem identification and solution creation
within their respective market. In this role, you will create
research and provide advice to Customer Service and Support
leaders, technology leaders, and vendors on CCaaS capabilities,
application, and market direction. You will use your knowledge and
conduct research to generate insights that help executives make
better decisions, solve complex issues, and execute new practices
to achieve key business objectives.A Senior Director Analyst is
tasked with writing and publishing their insights as best
practices, market and vendor trends and their market evaluations as
Magic Quadrants for Gartner clients. In addition, Analysts meet
with clients every day: on the phone, in a videoconference, via
webinars, from the stage at a Gartner event or face-to-face during
a sales support visit. In every client interaction you will help
Gartner clients solve difficult business and technology decisions
that lead to better performance.Ideal candidates must possess
expertise in supporting the Customer Service and Support function
from a technology perspective. Specifically, applications used by
customer service contact centers with hundreds or thousands of
agents to manage multichannel customer interactions and route
voice-based interactions. They should have practical experience
with CCaaS capabilities like delivering customer service journeys
across channels, supporting complex and personalized customer
engagements, managing contact center employee resources and agent
engagement, and delivering customer and operational insights.
Candidates must also be comfortable creating written,
customer-facing deliverables and must be able to clearly
communicate their insights and recommendations to an executive
client audience.If you have spent your career evaluating,
designing, managing, or deploying CCaaS solutions and are excited
about sharing your experience through written research and advice
for Customer Service and Support leaders, then this role is for
you.What you will do:
- Deliver high-quality actionable advice to an executive client
audience through a variety of media.
- Write evidence-based content that is clear and actionable.
- Create and deliver presentations for webinars and other
client-facing Gartner events.
- Track and work closely with vendors, market trends, emerging
technologies and practices to remain ahead of the curve within the
CCaaS space.
- Deliver outstanding sales and service support to retain and
grow the Gartner business.
- Build credibility as an industry expert to represent Gartner
research, methodology and strategy.
- Actively participate in innovation, ideation, and research
discussions and collaborate effectively with peers in our research
community.
- Identify research process improvements or develop new processes
that help the team and Research & Advisory provide excellent
service delivery.
- Be a mentor and a coach by supporting more junior team
members.What you will need:
- Subject matter expertise, with demonstrated knowledge of
various customer service vendors, technologies, and use cases
associated with the Contact Center as a Service (CCaaS)
market.
- Strong familiarity with CCaaS solutions from major technology
providers such as Genesys, NICE, Five9, AWS, Cisco, Content Guru,
Vonage, 8x8, and/or Talkdesk.
- Experience working for a CCaaS vendor; working with CCaaS
vendors; implementing, using or applying CCaaS solutions;
evaluating CCaaS vendors; or producing competitive intelligence
related to CCaaS.
- Deep knowledge of Heads of Customer Service and Support
initiatives, goals, objectives.
- Strong organizational and project management skills: ability to
work under tight deadlines and produce high quality
deliverables.
- Demonstrated excellence in research and writing ability.
- Strong written and verbal communication, analytical and
presentation skills; ability to engage clients and respond
effectively to questions.
- Ability to work in a remote work environment, collaborating
with global colleagues and serving clients across time zones.
- Proactivity and self-motivatation, ability to self-direct and
work independently.
- Willingness and ability to travel up to 10% (where
applicable).
- Bachelor's Degree, with 8+ years of direct experienceWho you
are:
- You deeply understand CCaaS technologies and vendors as well as
related needs of the Customer Service or Support function and have
hands-on, real-world experience with these solutions.
- You are an analytical thinker with the ability to process
information quickly and make actionable recommendations.
- You enjoy learning and being challenged intellectually on new
topic areas and previously held beliefs.
- You are a strong, confident communicator who can explain
complex concepts concisely and simply.
- You are a subject matter expert who is comfortable presenting
at large and small-scale speaking engagements.
- You can demonstrate executive presence and can immediately
establish credibility with executives and additional
stakeholders.
- You are an excellent teammate and collaborator with the ability
to quickly build rapport and co-create with peers.
- You willingly and productively challenge conventional norms and
views.
- You are based within the Greenwich Mean, Central European, or
Eastern Time Zone such that you can readily support clients across
multiple time zones in Europe and North America.What makes Gartner
a GREAT fit for you?
- You want to be recognized as an expert in your field.
- You want to help others succeed by sharing your knowledge and
expertise.
- You love learning and discovering what's next in
technology.
- You love to discuss ideas and collaborate with others to bring
those ideas to fruition..
- You want a healthy work/life balance.#LI-CP4#LI-remoteWho are
we?At Gartner, Inc. (NYSE: IT), we deliver actionable, objective
insight that drives smarter decisions and stronger performance on
an organization's mission-critical priorities. We've grown
exponentially since our founding in 1979 and we're proud to have
over 19,500 associates globally that support over 15,000 client
enterprises in more than 100 countries.What makes Gartner a great
place to work?Our teams are composed of individuals from different
geographies, cultures, religions, ethnicities, races, genders,
sexual orientations, abilities and generations. We believe that a
diversity of experiences makes us stronger-as individuals, as
communities and as an organization. That's why we're recognized
worldwide as a great place to work year after year. We've been
recognized by Fortune as one of the World's Most Admired Companies,
named a Best Place to Work for LGBTQ Equality by the Human Rights
Campaign Corporate Equality Index and a Best Place to Work for
Disability Inclusion by the Disability Equality Index. Looking for
a place to turn your big ideas into reality? Join #LifeAtGartner
What we offer:Our people are our most valuable asset, so we invest
in them from Day 1. When you join our team, you'll have access to a
vast array of benefits to help you live your life well. These
resources are designed to support your physical, financial and
emotional well-being. We encourage continued personal and
professional growth through ongoing learning and development
opportunities. Our employee resource groups, charity match and
volunteer programs keep you connected to your internal Gartner
community and causes that matter to you.Gartner believes in fair
and equitable pay. A reasonable estimate of the base salary range
for this role is 150,000 USD - 190,000 USD. Please note that actual
salaries may vary within the range, or be above or below the range,
based on factors including, but not limited to, education,
training, experience, professional achievement, business need, and
location. In addition to base salary, employees will participate in
either an annual bonus plan based on company and individual
performance, or a role-based, uncapped sales incentive plan. Our
talent acquisition team will provide the specific opportunity on
our bonus or incentive programs to eligible candidates. We also
offer market leading benefit programs including generous PTO, a
401k match up to $7,200 per year, the opportunity to purchase
company stock at a discount, and more.The policy of Gartner is to
provide equal employment opportunities to all applicants and
employees without regard to race, color, creed, religion, sex,
sexual orientation, gender identity, marital status, citizenship
status, age, national origin, ancestry, disability, veteran status,
or any other legally protected status and to affirmatively seek to
advance the principles of equal employment opportunity.Gartner is
committed to being an Equal Opportunity Employer and offers
opportunities to all job seekers, including job seekers with
disabilities. If you are a qualified individual with a disability
or a disabled veteran, you may request a reasonable accommodation
if you are unable or limited in your ability to use or access the
Company's career webpage as a result of your disability. You may
request reasonable accommodations by calling Human Resources at +1
(203) 964-0096 or by sending an email
toApplicantAccommodations@gartner.com.Job Requisition ID:87864By
submitting your information and application, you confirm that you
have read and agree to the country or regional recruitment notice
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Keywords: Gartner, Stamford , Sr. Director Analyst, Contact Center as a Service Technology (Remote-US), IT / Software / Systems , Stamford, Connecticut
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