Lead CX Consultant - GammaLabs
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.
A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.
A bit about us 
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.
Who are we looking for? 
We are seeking a Lead CX 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.
What you’ll need 
- 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)
What do we offer? 
25 days PTO + bank holidays
Your birthday off
Private Medical Insurance
Electric Vehicle (EV) scheme
Pension plan
Enhanced maternity and paternity leave
Share-save scheme
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.
If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves.
We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you to create a work-life balance and enjoy working here at Gamma.
Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
Other details
- Pay Type Salary
- Manchester, UK