CCaaS Functional Consultant – Fixed Term

This is a fully remote position, open to applicants in Poland.

📋 Description

• Configure comprehensive CCaaS platform functionalities across voice and digital channels, including email, webchat, messaging, and social media.

• Design, construct, and enhance interactive voice response (IVR) flows, skills-based routing rules, queue structures, and priority schemes to support designated service delivery models.

• Tailor unified agent desktops, workspace layouts, contextual screen pops, and integrated knowledge management tools to optimize agent efficiency and minimize average handle time (AHT).

• Convert target customer journeys into fully configured omnichannel experiences, ensuring seamless context retention and complete interaction history across all contact points.

• Develop automated self-service routing and digital containment workflows to facilitate call deflection and enable high-resolution autonomous customer journeys.

• Collaborate with AI/Bot experts to create smooth transitions from bots to agents while maintaining interaction context for assisted channels.

• Draft and uphold comprehensive technical configuration specifications, ensuring ongoing alignment with broader solution architectures and integration guidelines.

• Lead system integration testing (SIT) and user acceptance testing (UAT) cycles, encompassing test scenario design, defect resolution, and retesting.

• Conduct technical presentations and functional enablement sessions for team leaders, supervisors, and agents to expedite platform adoption.

• Manage platform cutover activities, lead real-time incident resolution during hypercare, and drive operational stabilization following the launch.

• Collaborate closely with Solution Architects, Integration Consultants, Workforce Management (WFM) Leads, and platform vendors to ensure cohesive technical delivery.

• Provide technical input for program quality gates, guide milestone reviews, and secure formal approvals from key client stakeholders.

• Oversee daily workstream operations, manage cross-functional dependencies, track deliverables, and report progress directly to the Program Manager.

⛳️ Requirements

• Proven experience in configuring top-tier CCaaS enterprise platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya).

• Established capability in setting up complex voice and digital routing architectures, IVR trees, queue structures, and desktop environments.

• Strong background in developing automated customer journeys and containment flows.

• Ability to interpret intricate architectural designs and configuration specifications into precise, defect-free platform builds.

• Experience supporting full-lifecycle implementations, including SIT/UAT execution, defect resolution, cutover planning, and post-go-live hypercare.

• Outstanding client-facing skills, comfortable conducting technical workshops and training sessions for business stakeholders.

• Highly organized with a proven ability to manage concurrent workstreams effectively against tight project timelines.

🏝️ Benefits

• Fixed contract collaboration for 6 months on a full-time basis.

• All travel, accommodation, and related expenses incurred for client-site engagements will be reimbursed.