SELECTED CASE STUDIES

Challenges & Success: The client’s internal talent acquisition team worked on the Global UCaaS (Unified Communication as a Service) Lead role with limited success. Their fundamental TA strategy "to build from within" was ineffective and internal mobility practice was unproductive due to time constraint of training, learning and bringing the internal tech talent up to speed on innovative collaboration platforms that were still in the selection phase. In addition, the hiring goal encompassed a ambitious vision of creating a global UCaaS team separate from the existing domestic one. The onset of the pandemic escalated the need and urgency to support a distributed workforce. Covid-19 was a catalyst for digital change in 2020, accelerating trends that were already in motion. After a grueling, scrupulous vendor selection process, we were shortlisted and subsequently exclusively retained to work on the UCaaS Lead position.

This individual would be an integral part of a team that would lead the future in developing the company global voice infrastructure and expected to have full command of UCaaS and CCaaS industry and extensive prior experience in designing and implementing UCaaS and CaaS technologies. Since the person in the role would work closely with stakeholders in South America, there was an overarching need for a bilingual candidate with native Spanish proficiency. Early on our research team discovered the highly technical candidates with diverse knowledge of multiple platforms did not satisfy the bachelor’s degree requirement. Educational requirements and target geographical location created unnecessary barriers. Our data revealed skills-based matching and remote flexibility significantly expanded the available talent pool. Although the mandate of a bachelor's degree and in person restriction was relaxed, the budget allocated was lower than the market rate. A daunting task-ahead, the employer brand and culture became the foundation on which we built our search strategy and was a key factor in delivering an accurate recruiting message to prospective candidates, and ultimately, in determining the success of the search. From our vast experience recruiting in the collaboration & voice space, we analyzed our internal data while external search focused on people who exhibited some degree of digital movement. After a thorough search, we identified and presented a slate of six diverse profiles.

The hiring process for the candidate who was extended and accepted the offer included performance assessment which assessed cultural fit & leadership, interactive assessment which assessed cognitive ability and reasoning and six rounds of technical, competencies and cultural fit interviews. Our success filling this role was attributed to meticulous understanding of the UCaaS industry, close relationships with qualified pool of candidates and most importantly CCE (continuous candidate engagement). The lead joining our client had expertise across unified communication capabilities: voice/VoIP, audio and video conferencing, instant messaging/chat team collaboration features and Contact Center, a win-win hiring outcome for all the stakeholders