Contact Center (CCaaS) Consultant

About the Role

This role leads the assessment, design, implementation, and optimization of cloud-based contact center solutions for a large enterprise environment. The consultant will partner with business and technology stakeholders to improve customer experience, agent productivity, and operational efficiency through modern CCaaS platforms, with a strong focus on omnichannel engagement, IVR design, cloud migration, and AI-powered automation.

The ideal candidate is a senior contact center consultant with deep hands-on experience across Cisco Unified Communications and at least one modern CCaaS platform such as Genesys Cloud, Amazon Connect, or NICE CXone. They communicate equally well with executive stakeholders and technical teams, bring a consultative mindset to every engagement, and care genuinely about improving the customer experience through thoughtful technology design.

Key Responsibilities

1. Analyze existing contact center operations, workflows, and technologies to surface improvement opportunities across CX, agent performance, and operational efficiency

2. Design and implement CCaaS solutions covering voice, chat, email, social channels, and self-service capabilities, including IVR call flows and intelligent routing strategies

3. Lead workshops with business and technical stakeholders to gather and define requirements, then translate those into actionable architecture and routing recommendations

4. Support integrations between CRM platforms, telephony systems, contact center platforms, and analytics solutions in close collaboration with infrastructure and networking teams

5. Develop KPIs, dashboards, and operational reports; analyze performance data and recommend process and automation improvements using AI, chatbots, and sentiment analysis

6. Deliver solution documentation and end-user training; support change management activities and build strong working relationships across IT, Operations, and Customer Experience teams

7. Lead or support cloud migration initiatives for legacy contact center environments, applying best practices for cloud architecture, resiliency, and scalability

Required Skills & Experience

• Proven experience implementing or supporting CCaaS solutions in an enterprise or BPO environment

• Strong hands-on knowledge of at least one modern contact center platform: Cisco UCCE, Cisco UCCX, Genesys Cloud, Amazon Connect, NICE CXone, Five9, or Avaya

• Experience with IVR design, call routing strategy, workforce management (WFM), and contact center analytics

• Strong understanding of omnichannel customer engagement across voice, chat, email, and social channels

• Experience integrating CRM, telephony, and reporting platforms

• Excellent communication, presentation, and stakeholder management skills with the ability to lead workshops and engage both technical and business audiences

Preferred Skills

• Cisco UCCE, UCCX, CUCM, Unity, Jabber, or Cisco Networking experience

• VoIP and Cisco IP Communications background

• Amazon Connect or Genesys Cloud hands-on experience

• NICE CXone platform knowledge

• AI-powered contact center technologies including chatbots and sentiment analysis

• Customer journey mapping and digital transformation initiative experience

• Power BI or comparable analytics and reporting tools

• Cisco CCNP, CCNA, or CCIE certification

• Cisco Unified Contact Center, Genesys Certified Professional, Amazon Connect, or NICE CXone certification