Solution Advisor, CCaaS, Contact Center Solutions

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

📋 Description

• Facilitate organized discovery sessions with stakeholders from business, technology, and operations within Contact Center, CX, IT, Security, Compliance, and Finance.

• Assess current-state environments, encompassing contact flows, channels, workforce management, quality management, analytics, and integrations across CRM, ticketing, knowledge, and unified communications platforms.

• Recognize pain points and limitations affecting people, processes, technology, and customer experience outcomes.

• Create clear, prioritized requirements workbooks, assessment outputs, and gap analyses for CCaaS and contact center initiatives.

• Partner with clients and potential suppliers to shape future-state CCaaS and contact center strategies across various channels.

• Assist in defining strategies for IVR, virtual agents, self-service, agent assistance, workflow automation, and related AI-enabled use cases.

• Convert working sessions into clear solution diagrams, evaluation documents, migration strategies, and phased roadmaps.

⛳️ Requirements

• Over 5 years of experience in a Contact Center, CCaaS, or CX technology role such as Solution Architect, Pre-Sales Engineer, Contact Center Engineer, CX Consultant, or a similar position.

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.

• A strong technical curiosity paired with a results-driven activation energy.

• Proven experience in designing, evaluating, and/or implementing CCaaS solutions.

• Experience as a contact center operator, executive, or decision-maker is a significant advantage.

• Comprehensive understanding of IVR, IVA, virtual agents, self-service, agent assistance, and workflow automation use cases.

• Familiarity with workforce management, quality management, interaction analytics, and reporting or BI in contact center settings.

• Established ability to lead requirements discovery with both business and IT stakeholders.

• Demonstrated capability to create comparison and decision frameworks while clearly articulating trade-offs.

• Exceptional presentation skills, including the ability to convey complex architectures and options to non-technical executives.

🏝️ Benefits

• Comprehensive benefits package that includes health insurance options

• Generous 401(k) matching program

• Open PTO policy

• Paid Parental Leave

• And more.