National Practice Lead – Contact Center
AT&T Consulting Position Description
Practice Director, Contact Center Consulting Services
A seasoned and creative thought leader with extensive and large scale architecture and
deployment experience in Contact Center transformation. Has a proven track record of developing
complex, multi-vendor Contact Center solutions, and the ability to drive new Contact Center and pull-
through revenues through dynamic customer sales interaction.
The AT&T Consulting Practice Director has several primary responsibilities:
Builds immediate customer credibility through technical presales support on strategic sales
opportunities. Leads executive customer interactions, and can develop and facilitate Whiteboard
Sessions and customer workshops. Is viewed as a Trusted Advisor by customers.
Is directly responsible for driving $4-6M of Consulting revenues. Develops Consulting Statements
of Work (SOWs) and supports larger RFP responses in coordination with other arms of AT&T.
Sets the strategic direction for the Consulting Contact Center service portfolio, incubates new
offerings, and coordinates with the roadmap of other related AT&T offerings.
Establishes and maintains strategic vendor alliances for 3rd party delivery augmentation of the
Provides delivery leadership in an engagement management / steering capacity, and part time (up
to 25%) strategic billing, such as in Strategy and Roadmap” engagements.
Provide matrixed leadership to the field consultants for professional development.
Maintains knowledge management repository to support sales and delivery.
Education and Certifications
Bachelor’s Degree or Equivalent professional experience.
Certified Professional: Certifications in Cisco, Avaya, and/or Genesys Contact Center solutions.
Cisco CCIE, Microsoft Skype, and MS Office 365 a plus.
Contact Center Experience
15+ years contact center industry experience, including consulting experience in converged (IP)
solutions, and as SME leading contact center deployments for the global 500.
Experience architecting and deploying a wide range of contact center solutions including IVR
application development, CTI integrations, SIP transformation/integration, recording/monitoring
services, customer experience analytics, real-time status notifications, and business and voice
Multi-vendor, multi-product expertise including current and recent offerings by Cisco, Avaya,
Genesys, Aspect, Edify and Interactive Intelligence.
Knowledge of and experience with customer contact and channel strategy development across a
variety of industry verticals such as: financial, healthcare, manufacturing and retail.
Cross-disciplinary understanding of infrastructure including: Mobility, LAN/WAN, IP Telephony,
Security including PCI, Service Management, and Contact Centers as a Service.
Consulting, Sales, Business and Interpersonal Skills
Possesses a broad range of technical, sales, business, and interpersonal skills to quickly establish
credibility in the eyes of executive customer stakeholders.
Has the business acumen to lead Strategy and Roadmap service delivery, including the financial
analysis to help customers justify investments and engage in follow-on scope.
Excellent written and verbal presentation skills.
Ability to travel up to 50%.
Proven partnership with sales and in developing strategic account plans.
Leadership experience in matrixed environments to develop field practitioners.
Ability to effectively cross-sell to create “pull through” revenues in managed services, transport,
security, and other solutions.