CCaaS Solution Consultant

Capgemini; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic CCaaS Solution Consultant to enhance their rapidly growing CCaaS offerings. This role is pivotal in bridging sales, technical teams, and customers, ensuring that solutions exceed expectations. The ideal candidate will possess a deep understanding of CCaaS components and multiple cloud vendors, driving customer experience strategies and delivering tailored solutions. Join a collaborative environment that values innovation and work-life balance, and make a significant impact in the realm of customer service technology.

Benefits

Flexible working arrangements

Work-life balance

Professional development opportunities

Collaborative environment

Qualifications

• Proven experience in pre-sales or solution consulting roles focused on CCaaS technologies.
• Deep understanding of CCaaS components, including voice, chat, email, and social media.

Responsibilities

• Understand customer needs and design customized CCaaS solutions.
• Lead product demos and support the transition from sales to delivery.

Skills

CCaaS technologies

Customer Experience Strategy

Solution Design

Technical Knowledge

Omnichannel Support

Tools

Genesys

NICE

Twilio

Amazon Connect

Five9

Job description

Join to apply for the CCaaS Solution Consultant role at Capgemini

About The Job

We are a rapidly growing organization seeking to expand our CCaaS (Contact Center as a Service) offering. We are looking for an experienced and dynamic CCaaS Solution Consultant to join our team. This role will bridge the gap between sales, technical teams, and customers, ensuring our CCaaS solutions meet and exceed customer expectations. The ideal candidate will have a deep understanding of CCaaS components, experience across multiple CCaaS cloud vendors, and a passion for delivering exceptional customer experience solutions.

Your Role

The CCaaS Solution Consultant will drive the sales cycle by providing expert advice and technical knowledge on CCaaS solutions. Responsibilities include:

1. Solution Design: Understand customer needs, map requirements to CCaaS solutions, and design customized architectures that align with customer goals. Provide pre-sales technical expertise to ensure scalable, cost-effective, and efficient solutions.
2. Vendor Agnostic Expertise: Hands-on experience with at least three CCaaS platforms (e.g., Genesys, NICE, Twilio, Amazon Connect). Guide customers in selecting the best-fit platform based on their requirements.
3. Customer Experience Strategy: Collaborate with clients to craft strategies that optimize customer journeys, enhance contact center performance, and incorporate omnichannel support, AI automation, and analytics.
4. Presentations & Demonstrations: Lead product demos, showcasing features and benefits of CCaaS platforms to demonstrate their value.
5. Solution Delivery Support: Support the transition from sales to delivery, collaborating with project managers and implementation teams, and addressing technical concerns during this phase.

Your Skills And Experience

• Proven experience in pre-sales or solution consulting roles focused on CCaaS technologies.
• Deep understanding of CCaaS components, including voice, chat, email, social media, and workforce management solutions.
• Experience across multiple CCaaS platforms and cloud vendors such as Genesys, Five9, Twilio, Amazon Connect, etc.
• Strong technical background with the ability to design and present end-to-end solutions.
• Expertise in customer experience (CX) strategy and contact center operations.

Security Clearance

To be appointed, candidates must obtain Security Check (SC) clearance, which requires residing in the UK for the last 5 years and meeting other criteria. During recruitment, questions about nationality and residence will be asked. Some roles may be restricted to UK Nationals for security reasons.

What Does ‘Get The Future You Want’ Mean?

Capgemini promotes work-life balance with flexible, hybrid working arrangements. You will have the opportunity to create value for leading organizations through technology, contributing to a sustainable and inclusive future. Join a community of experts, bring your unique skills, and make a real impact across the UK.

Why Join Capgemini?

Capgemini helps organizations accelerate digital and sustainable transformations. With over 55 years of experience and a global team of 340,000, the company leverages AI, cloud, data, and industry expertise to deliver impactful solutions. Join us to develop your skills, work on innovative projects, and help shape the future of technology.