Technical Customer Success Manager

About The Company

AudioCodes (NASDAQ, TASE: AUDC) is a leading provider of advanced voice communications applications, products and productivity solutions for the digital workplace and customer experience. Our innovative products, solutions and services are used by large multinational enterprises and leading tier one operators worldwide.

As of today, more than 50 of Fortune 100 enterprises use AudioCodes technology.

At AudioCodes, we are proud to embody the core values of innovation, collaboration, and trust in both our culture and products. We are growing groundbreaking solutions focused around the Microsoft Teams ecosystem, utilizing Conversational AI that revolutionizes how businesses use voice to communicate, collaborate and serve their customers and internal teams.

We are an open, inclusive, and diverse organization, and our employees are at the heart of the great products and services we create. We offer a flexible and collaborative work environment, along with career growth opportunities.

Job Summary

The ideal candidate would be an experienced professional services or field application engineer with the relevant skills, who has experience in supporting customer deployments and projects in the Contact Center or Contact Center as a Service areas. They will primarily be responsible for supporting Voca CIC PoCs and deployments, working in close collaboration with the AudioCodes technical subject matter experts, sales engineers and professional services engineers worldwide.

About Voca CIC: One-Screen, AI-first Contact Center Built for Microsoft Teams Today’s modern workplace demands a new approach to customer experience, one that not only empowers agents to enjoy their jobs and provide exceptional service to customers but enables internal business lines to provide top-notch service throughout the organization too.

AudioCodes Voca CIC, a Microsoft-certified lightweight CCaaS with built-in Conversational AI, is designed entirely for Microsoft Teams to unify your customer and employee experience.

With Voca CIC as a Microsoft Teams App, enterprises can consolidate their unified communications and contact center into one-screen, allowing every Microsoft Teams user to become a potential agent.

Voca CIC is a Azure-native integration with Teams and offers a unique mix of contact center and voice

expertise, making it an ideal solution for organizations looking to modernize their CX capabilities with

minimal upfront costs.

Position Description:

• Provide ongoing support to onboard potential customers to Contact Center PoCs
• Work with existing customers to train, configure and optimize Contact Center flows and scenarios
• Support AudioCodes Sales Engineers worldwide with demo environments and training.
• Collaborate with Product Management and Marketing to produce onboarding and training collaterals
• Gather field inputs on required features, key product gaps and strongpoints
• Diagnose, document and resolve of 2nd/3rd tier issues
• Implement delivery and resolution cycle, from responding to initial trouble reports, to reproducing issues in our lab and/or escalating into Engineering as needed, to solution delivery and follow-up
• Effectively manage, communicate and follow-up on customer onboarding from A to Z
  
  

• Min. 3 years’ experience in a customer-facing, Contact Center technical role
• Exceptional organizational, troubleshooting, and communication skills, as well as patience, persistence, and a desire to help customers achieve success with our Contact Center solution for Microsoft Teams
• Bachelor’s degree Engineering, Diploma or certification in Telecommunications, Electrical Engineering or Computer Science
• In-depth, hands-on experience with Telecommunications (e.g. Voice & UC technologies, Data networking equipment, PSTN protocols, VOIP protocols, TCP/IP, MS Servers infrastructure, etc.)
• Experience in working with APIs
• Experience with Microsoft Teams Voice - advantage
• Experience writing technical and/or training application notes & technical/project documentation
• Excellent English written and oral communication skills
• Customer and service oriented characteristics with a true customer success mindset