Steve Chaplin
Solutions Consultant @Verint
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WORK HISTORY
Solutions Consultant @Verint
GB
As a Pre-Sales Solution Consultant at Verint, I specialise in the Verint Workforce Management (WFM) solution for contact centres and the Verint Operations Manager solution for back-office environments. I work closely with organisations to understand their challenges and demonstrate how Verint’s Workforce Optimisation (WFO) solutions deliver measurable business value.Key responsibilities and contributions:* Lead engaging discovery sessions to understand the challenges and goals of customers which starts the process of recommending the best solution, explaining the problems that will be solved, and producing the ROI.* Deliver tailored solution demonstrations to executives, operational leaders, and frontline managers, showcasing efficiency, compliance, and employee experience benefits.* Partner with stakeholders to scope requirements, design best-fit solutions, and align technology to strategic goals.* Build robust ROI models and business cases, quantifying workforce efficiency, cost reduction, and service improvements.* Support the sales cycle with pricing, proposals, and commercial documentation.* Produce detailed solution design documentation to ensure smooth transition from pre-sales to delivery.By combining business insight with technical expertise, I help organisations unlock the full potential of their contact centre and back-office operations, driving productivity, cost optimisation, and customer satisfaction.
SKILLS
ABOUT STEVE CHAPLIN
With over 23 years of experience in the contact centre industry, Steve is a seasoned expert in customer WFM Solutions for the Contact Centre and Back Office. As a Pre-Sales Solutions Consultant at Verint, Steve partners with contact centres and back-office teams to enhance automation, visibility, and performance through innovative technology.Steve enjoys helping organisations unlock the full potential of their operations, and supporting others to succeed. He specialises in identifying complex process challenges and demonstrating how Verint’s solutions can drive meaningful improvements for both employees and customers.Throughout his career, Steve has remained focused on championing the use of WFM tools and automation to deliver measurable business outcomes at the same time as improving the employee work life balance.
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