Senior Product Enablement for UC/CC

Company Overview:
We are an innovative leader in the Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) space, delivering cutting-edge cloud-based solutions that help businesses optimize their customer service, sales, and communication operations.Our innovative platform integrates AI-driven tools and advanced communication technologies, transforming how organizations engage with customers It empowers organizations to easily manage multi-channel customer interactions while improving operational efficiency, driving business outcomes, and ultimately delivering amazing customer and employee experiences.

We are looking for a dynamic Product Enablement Specialist to bridge the gap between product development and customer adoption of our CCaaS + UCaaS (Fusion) solutions. In this role, you will work closely with cross-functional teams to ensure seamless integration, implementation, and enablement of UC/CC features within our applications. You will play a pivotal role in educating stakeholders, driving adoption, and unlocking the full potential of our applications and capabilities for both internal teams and customers.

Key Responsibilities:

UC/CC Product Enablement:

• Develop and deliver enablement resources, including documentation, tutorials, training sessions, and best practices for UC/CC.
• Collaborate with product management and engineering teams to understand UC/CC features and functions and ensure they are designed for usability and value.
• Create an onboarding curriculum incorporating UC+CC Products and capabilities for all internal roles. 
• Create and maintain a library of Vertical and Industry based Use Cases for UC/CC Applications - showcasing the value and benefits.
• Partner and collaborate with Product documentation to provide UC/CC product documentation. 

Internal Enablement:

• Train sales, marketing, and support teams on UC/CC product functionality and positioning.
• Create enablement toolkits for internal stakeholders to effectively communicate the value UC/CC features and applications to prospects and customers.

Technical Enablement:

• Partner with Product Management, Product Marketing, Sales, Customer Success, Solution Engineering and Professional Services and their onboarding teams to provide tailored enablement for internal audiences and teams.
• Serve as a product expert to address questions and provide insights during pre-sales, implementation, and post-sale engagements. 

Metrics & Analytics:

• Feedback Loop and Insights - Gather feedback from customers and internal teams to identify challenges and opportunities for improvement in UC/CC adoption.
• Track the effectiveness of enablement programs through metrics such as adoption rates, user satisfaction, and training participation. 
• Provide actionable feedback and insights to the product team to influence roadmap decisions and feature enhancements.
• Proactively gather feedback to refine training materials and address knowledge gaps. 

Thought Leadership and Advocacy:

• Stay updated on CCaaS + UCaaS trends and innovations within the industry.
• Represent the company in webinars, conferences, and other forums as an expert on UCaaS + CCaaS enablement.

Qualifications:

• Bachelor’s degree in Business, Computer Science, or related field; advanced degree is a plus.
• 5+ years of experience in product enablement, customer success, or product management, ideally in SaaS or CCaaS environments.
• Experienced with CCaaS & UCaaS technologies. 
• Strong understanding of AI technologies
• Excellent communication skills with the ability to translate technical concepts into clear and engaging content for non-technical audiences.
• Proven experience in developing and delivering training or enablement materials.
• Proficiency in designing and delivering data-driven presentations.
• Familiarity with Contact Center technologies, workflows, and challenges. 
• Experience working cross functionally with Product, Marketing, Sales and Technical teams.
• Exceptional organizational and project management skills.

Why Join Us?

• Innovative & Fast-Paced Environment: Work on cutting-edge solutions in the rapidly evolving CCaaS market.
• Impactful Work: Partner with high performing teams that deliver critical applications that directly supports our customers’ success and drives business growth.
• Growth Opportunities: As part of a high-growth company, there are ample opportunities to develop your career and take on new challenges.
• Collaborative Culture: Join a dynamic, customer-focused team that values collaboration, transparency, and continuous learning.

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