Wilmac Continuity Replay Department Professional Services Location Remote (U.S.) - with client-site travel Employment Type Full-Time About Wilmac Technologies Wilmac Technologies delivers customer interaction solutions that put people first. We serve communications centers across financial services, banking, healthcare, insurance, utilities, and public safety to simplify compliance, centralize data, and create seamless customer experiences. Backed by in-house development, strategic partnerships, and a dedicated support team, Wilmac delivers tailored solutions and hands-on support to meet unique compliance, customer experience, and technology transition challenges. With expertise in Cloud Contact Center, Communications Compliance, and Enterprise Information Archiving solutions, Wilmac empowers customers to take control of their customer interaction technology. About the Role Wilmac Technologies is looking for a Senior Professional Services Consultant to lead the design, implementation, and support of Wilmac Continuity Replay engagements for our customers. Wilmac Continuity Replay is Wilmac's interaction recording, archiving, and playback solution, deployed in the cloud or on-premises and integrated with ACD and CCaaS platforms such as Cisco, Avaya, NICE CXone, Five9, Amazon Connect, and Zoom. As a senior member of the Professional Services team, you will own client-facing delivery from kickoff through go-live, acting as the primary technical consultant and trusted advisor for customers deploying or expanding this product. You will work closely with Sales, Support, and Product teams to translate customer requirements into working solutions, and you will mentor less-experienced consultants on the team. Key Responsibilities Lead end-to-end implementation projects for Wilmac Continuity Replay, from requirements gathering and solution design through configuration, testing, training, and go-live support. Gather and document business and technical requirements directly with customer stakeholders, including public safety (PSAP/911) agencies and enterprise contact centers. Configure Wilmac Continuity Replay recording, archiving, encryption, and playback settings, and integrate with source systems such as Cisco, Avaya, NICE CXone, Five9, Amazon Connect, Zoom, and VFC. Plan and execute data migration and ingestion projects, including moving customers off legacy call-recording platforms onto Wilmac Continuity Replay. Design and run user acceptance testing (UAT), validate results against requirements, and resolve issues prior to go-live. Deliver end-user and administrator training, either remotely or on-site, and produce clear runbooks and configuration documentation. Provide go-live and post-implementation support, and serve as an escalation point for complex technical issues alongside the Support team. Manage multiple concurrent projects, timelines, and customer relationships, communicating status and risk clearly to both technical and business stakeholders. Travel to customer sites as needed for installations, integrations, and training (estimated 20-40%). Partner with Sales and Product teams on scoping, statements of work, and pre-sales technical input for new opportunities. Mentor junior consultants and contribute to internal best practices, implementation methodology, and knowledge base content. Required Qualifications 5+ years of experience in professional services, implementation, or solutions consulting, ideally within contact center or compliance/call-recording technology. Hands-on experience implementing or supporting interaction recording/archiving or compliance recording software. Experience integrating software solutions with ACD or CCaaS platforms (e.g., Cisco, Avaya, NICE CXone, Five9, Amazon Connect, Genesys, or Zoom). Working knowledge of SQL and comfort administering Windows and/or Linux server environments. Strong project management and organizational skills, with the ability to manage several client engagements at once. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders. Willingness and ability to travel to client sites, estimated 20-40% of the time. Bachelor's degree in a related field, or equivalent professional experience. Preferred Qualifications Experience working with or supporting Public Safety Answering Points (PSAPs), 911/emergency communications centers, CAD systems, or NG911 environments. Familiarity with cloud infrastructure (AWS or Azure) and virtualization technologies. Prior experience with Wilmac Continuity Replay or similar competitive products. Project management certification (PMP) or ITIL familiarity. Experience training adult learners in a classroom or virtual setting. What Wilmac Offers At Wilmac, we put people first. You'll join a solution-focused, growth-oriented team that partners closely across departments as One Wilmac — with the opportunity to work directly with customers in mission-critical environments, including public safety agencies that rely on our products every day. How to Apply Send your resume and a description of a successful project implementation to openings@wilmactech.com .