CCaaS Consultant - Remote-First, Global Deployments

Sowelo Consulting; Kuwait City; Remote; KWD 15,000 - 20,000; Full time

Benefits offered by this job

Remote-first

Travel to Kuwait

6‑month contract

Job summary

Sowelo Consulting is seeking a CCaaS Functional Consultant to join a fast-growing international team. The role focuses on configuring enterprise CCaaS platforms, including Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya.

You will design IVR flows, routing architectures, and unified agent desktops, delivering end-to-end configurations and ensuring seamless omnichannel journeys. You will lead SIT/UAT, drive test scenarios, and coordinate with Solution Architects, WFM leads, and

Qualifications

• Experience configuring CCaaS platforms for enterprise deployments.
• Ability to design complex voice and digital routing architectures and IVR trees.
• Experience building automated customer journeys and containment flows.
• Ability to translate architectural designs into accurate platform builds.
• Experience with SIT/UAT and post-go-live hypercare.

Responsibilities

• Configure end-to-end CCaaS capabilities across voice and digital channels.
• Design IVR flows, routing rules, queues, and priorities to support target models.
• Customize agent desktops and workspace layouts for efficiency.
• Translate target journeys into omnichannel experiences with full context retention.
• Engineer automated self-service routing to drive call deflection.
• Collaborate with AI/Bot teams for seamless bot-to-agent handoffs.
• Maintain technical configuration specifications and alignment with architectures.
• Lead SIT and UAT cycles, defect remediation and retesting.
• Conduct walkthroughs and enablement sessions for leaders and agents.
• Oversee platform cutover, manage real-time incidents during hypercare.
• Collaborate with Solution Architects and vendors for cohesive delivery.
• Provide input for program gates and milestone sign-offs.

Skills

CCaaS configuration

IVR design

Routing architectures

Automation journeys

Architectural interpretation

SIT/UAT support

Client facing

Multi-workstreams

Tools

Genesys Cloud

Amazon Connect

NICE CXone

Sprinklr

Avaya

Job description

Sowelo Consulting is seeking a CCaaS Functional Consultant to join a fast-growing international team. The role focuses on configuring enterprise CCaaS platforms, including Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya.

You will design IVR flows, routing architectures, and unified agent desktops, delivering end-to-end configurations and ensuring seamless omnichannel journeys. You will lead SIT/UAT, drive test scenarios, and coordinate with Solution Architects, WFM leads, and