eGain Corporation
Knowledge Management Consultant Sunnyvale, California North America
eGain Corporation, Sunnyvale, California, United States, 94087
Global brands trust eGain knowledge management software to improve customer experience and reduce service cost by automating customer engagement and empowering employees. Top rated by Gartner, the eGain Knowledge Hub orchestrates AI and experts to deliver trusted answers to our client’s customers, agents, and field staff.We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If work is fun for you, talk to us. We will not waste your time.Duties/Responsibilities
Conduct process mapping and content-gathering sessions with clients during Knowledge implementationsHands-on involvement with knowledge and content configuration and testing during the implementation phase leveraging global team membersDevelop strong relationships and trust with clients during the implementation phasesAssist in creating statements of work, proposals, and agile sprint planning activities.Collaborate with cross-functional eGain teams during implementationGuide customers to quick value leveraging Knowledge Management best practices developed by eGainWork closely with the Digital Transformation team and leverage their expertise during Knowledge implementations to enable best practice-driven Knowledge culture in customer environments.Change Management, Floor Walking, KM Health Check and training during Knowledge implementationsSurface and document the value derived from Knowledge implementations leveraging eGain AnalyticsAbility to travel extensively (~50%)Education and Experience
Bachelor’s degree required (majors in Science, Business, Mathematics or related field strongly preferred)5 to 8 years of experience implementing Knowledge Management and business process mapping or re-engineering in a consulting environment preferably for a Contact CenterStrong organizational and multitasking skills with the ability to balance competing priorities.Ability to work independently or in a team settingExcellent written and oral communication skills, including an ability to communicate across business areasBelieves in and pursues delivery of quality through automation, smart processes and talented teams
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Conduct process mapping and content-gathering sessions with clients during Knowledge implementationsHands-on involvement with knowledge and content configuration and testing during the implementation phase leveraging global team membersDevelop strong relationships and trust with clients during the implementation phasesAssist in creating statements of work, proposals, and agile sprint planning activities.Collaborate with cross-functional eGain teams during implementationGuide customers to quick value leveraging Knowledge Management best practices developed by eGainWork closely with the Digital Transformation team and leverage their expertise during Knowledge implementations to enable best practice-driven Knowledge culture in customer environments.Change Management, Floor Walking, KM Health Check and training during Knowledge implementationsSurface and document the value derived from Knowledge implementations leveraging eGain AnalyticsAbility to travel extensively (~50%)Education and Experience
Bachelor’s degree required (majors in Science, Business, Mathematics or related field strongly preferred)5 to 8 years of experience implementing Knowledge Management and business process mapping or re-engineering in a consulting environment preferably for a Contact CenterStrong organizational and multitasking skills with the ability to balance competing priorities.Ability to work independently or in a team settingExcellent written and oral communication skills, including an ability to communicate across business areasBelieves in and pursues delivery of quality through automation, smart processes and talented teams
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