Senior Professional Services Consultant

Cyara is the world’s leading Automated CX Assurance Platform provider, enabling leading brands across the globe to build better customer experiences faster. Through automated testing and monitoring, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day the most recognizable brands, including Airbnb and NAB trust Cyara to deliver customer smiles at scale. Our promise is Customer Smiles - Delivered at Scale, and as a member of Cyara’s team, you’ll be given the opportunity to bring that mission to fruition alongside our amazing community of fun-loving forward thinkers. Interested to find out more about us? Check out: www.cyara.com

Cyara’s Values:

At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.

Cyara’s Diversity, Equity, Inclusive and Belonging:

At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.

Position Overview:

• 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.

Let's talk about your role and responsibilities:

• Lead the implementation of SaaS solutions for clients, including requirements gathering, system configuration, customization, and deployment.
• 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.
• Manage project timelines, deliverables, and resources to ensure successful implementation within the agreed-upon scope, time, and budget.
• 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. Work closely with the support team to ensure prompt resolution of client concerns.
• 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.

Let's talk about your skills/expertise:

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
• 5+ years of experience in a professional services, consulting, or implementation role.
• Telecom experience strongly preferred, ideally within a SaaS or technology company.
• Strong technical skills, with experience in system configuration, software customization, and integration.
• Proven project management experience, with the ability to manage multiple projects simultaneously and deliver results on time.
• 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.
• Familiarity with CCaaS platforms, IVR design, chatbot interactions, and automated testing of voice/digital channels is preferred.

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.