Senior Professional Services Consultant

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects.

The Senior Professional Services Consultant will be responsible for guiding clients through the successful implementation and adoption of our platform. This role requires a combination of technical expertise, project management skills, and a strong customer-centric approach. The ideal candidate will work closely with clients to understand their business needs, configure and customize our software to meet those needs, and ensure a smooth transition to our platform.

Responsibilities:

• Lead the implementation of SaaS solutions for clients, including requirements gathering, tailored training and enablement, integration and customization.
• Work closely with clients to understand their business processes and objectives.
• Provide expert advice on how our software can address their specific needs and challenges.
• Conduct training sessions and workshops for clients to ensure they are fully equipped to use our software effectively.
• Provide ongoing support and guidance as needed.
• Collaborate with the product and engineering teams to provide feedback on product features, enhancements, and potential issues based on client interactions.
• Develop and maintain strong relationships with clients, acting as a trusted advisor and point of contact throughout the project lifecycle.
• Assist in the creation of project documentation, including functional specifications, user guides, and training materials.
• Troubleshoot and resolve any issues that arise during the implementation process.
• Identify opportunities for upselling or cross-selling additional services and products that could benefit the client’s business.
• Participate in post-implementation reviews to assess project success, gather client feedback, and identify areas for improvement.

Skills/Expertise:

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent work experience).
• 8+ years of experience in a professional services, consulting, quality assurance or implementation role.
• Contact Centre Telephony experience (e.g. Genesys Cloud, Amazon Connect, NICE inContact) strongly preferred, ideally within a SaaS or technology company.
• Strong technical skills, with hands-on experience in CI/CD pipeline integration, API integration, and basic scripting in Python or similar languages.
• Experience in Quality Assurance (QA), especially within contact centre environments or SaaS/technology companies, is strongly preferred, including hands-on work with test automation and QA best practices.
• Excellent communication and interpersonal skills, with the ability to explain complex concepts to both technical and non-technical audiences.
• Experience with SaaS platforms, cloud technologies, and software implementation best practices.
• Self-starter with the ability to work independently and as part of a collaborative team in a fast-paced environment.
• Strong problem-solving skills and a customer-centric mindset.
• Willingness to travel as needed to client sites.

Why you should join us:

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic.

With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that’s results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.