CCaaS Functional Consultant - fully remote (fixed term)

Sowelo Consulting; Kuwait; Remote; KWD 10,000 - 17,000; Full time

Job summary

Sowelo Consulting in Kuwait seeks a CCaaS Functional Consultant to configure end-to-end contact center platforms (Genesys Cloud, Amazon Connect, NICE CXone). You will design IVR flows, routing, and agent desktops to deliver omnichannel customer journeys, with on-site Kuwait presence and a remote-first approach.

You will lead SIT/UAT, collaborate with Solution Architects, and train teams, while travel to client sites is required as needed.

Qualifications

• Experience configuring CCaaS platforms end-to-end in enterprise settings.
• Ability to translate architectures into configured platform builds.
• Experience delivering SIT/UAT, defect remediation, and cutover planning.
• Strong client-facing and workshop facilitation skills.
• On-site presence in Kuwait with remote-first flexibility.

Responsibilities

• Configure end-to-end CCaaS platform capabilities across voice and digital channels in alignment with solution designs.
• Design, build, and optimize IVR flows, routing rules, queues, and priorities for service delivery models.
• Customize agent desktops, workspace layouts, and knowledge tools to maximize efficiency and reduce AHT.
• Translate target journeys into fully configured omnichannel experiences with full interaction history.
• Engineer automated self-service routing and containment workflows for high-resolution journeys.
• Partner with AI/Bot specialists for bot-to-agent handoffs with preserved context.
• Author and maintain technical configuration specs aligned with architectures and integrations.
• Lead SIT and UAT cycles, defect remediation, and retesting.
• Conduct technical walkthroughs and enablement sessions for teams to accelerate adoption.
• Oversee platform cutover activities and lead incident resolution during hypercare.
• Collaborate with Solution Architects, Integration Consultants, WFM Leads, and vendors for cohesive delivery.
• Provide inputs for program gates and milestone reviews for sign-off.
• Direct day-to-day workstreams and report progress to the Program Manager.

Skills

CCaaS configuration

IVR design

Omnichannel routing

Agent desktop customization

SIT/UAT support

Stakeholder training

Engagement management

Tools

Genesys Cloud

Amazon Connect

NICE CXone

Salesforce integration

Dynamics 365 integration

Job description

Would you like to work on a project where technology plays a key role in delivering the right
solutions?
Would you like to join a company which will provide a good platform to help you grow your career?

So please, take a few minutes and read about your potential new job.

Our client is a fast-growing, agile international consulting firm headquartered in the United Kingdom. They've been focusing on optimizing processes centricity and technology.One of the many areas they are focusing on is to design and implement next generation activities- reformulating operating models,optimising processes and installing automation.

Translating the technical blueprint provided by the Solution Architect, you will convert complex business use cases and target customer journeys into a fully configured, tested, and operationally adopted platform. This end-to-end engagement spans solution design, build and testing, user training, go-live cutover, and post-launch hypercare.

This role implieson-site presence based on program requirements in Kuwait.

Your tasks will include:

• Configure end-to-end CCaaS platform capabilities across voice and digital channels (email, webchat, messaging, and social media) in strict alignment with approved solution architecture designs.
• Design, build, and optimize interactive voice response (IVR) flows, skills-based routing rules, queue structures, and priority schemes to support target service delivery models.
• Customize unified agent desktops, workspace layouts, contextual screen pops, and integrated knowledge management tools to maximize agent efficiency and reduce average handle time (AHT).
• Translate target customer journeys into fully configured omnichannel experiences, ensuring seamless context retention and full interaction history across all touchpoints.
• Engineer automated self-service routing and digital containment workflows to drive call deflection and enable high-resolution autonomous customer journeys.
• Partner with AI/Bot specialists to establish frictionless bot-to-agent handoffs, preserving interaction context for assisted channels.
• Author and maintain rigorous technical configuration specifications, ensuring continuous alignment with broader solution architectures and integration specifications.
• Lead system integration testing (SIT) and user acceptance testing (UAT) cycles, including test scenario design, defect remediation, and retesting.
• Conduct technical walkthroughs and functional enablement sessions for team leaders, supervisors, and agents to accelerate platform adoption.
• Oversee platform cutover activities, lead real-time incident resolution during hypercare, and drive operational stabilization post-launch.
• Collaborate closely with Solution Architects, Integration Consultants, Workforce Management (WFM) Leads, and platform vendors to ensure cohesive technical delivery.
• Provide technical inputs for program quality gates, steer milestone reviews, and secure formal sign-offs from key client stakeholders.
• Direct day-to-day workstream operations, manage cross-functional dependencies, track deliverables, and report progress directly to the Program Manager.

To be a good fit for theCCaaS Functional Consultant, you will have:

• Demonstrated track record of configuring leading CCaaS enterprise platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya).
• Proven capability in configuring complex voice and digital routing architectures, IVR trees, queue structures, and desktop workspaces.
• Solid background in building automated customer journeys and containment flows.
• Ability to interpret complex architectural designs and configuration specifications into accurate, defect-free platform builds.
• Experience supporting full-lifecycle implementations, including SIT/UAT execution, defect resolution, cutover planning, and post-go-live hypercare.
• Exceptional client-facing skills, comfortable running technical workshops and training enablement sessions for business stakeholders.
• Highly organized with a proven ability to manage parallel workstreams against tight project milestones.

Preferred Qualifications:

• Official technical certifications from major CCaaS providers (e.g., Genesys Certified Professional, AWS Certified Alexa/Connect Specialist, NICE CXone Certified).
• Prior experience working within a management consulting, IT professional services, or global systems integration (SI) firm.
• Hands‑on experience integrating CCaaS environments with enterprise CRM platforms (Salesforce, Dynamics 365) and Knowledge Management tools.
• Familiarity with Workforce Management (WFM), Quality Management (QM), and contact center analytics tools.
• Experience serving as a Workstream or Technical Lead on large‑scale enterprise transformation programs.
• Professional working proficiency in Arabic is a plus.

Reasons to join:

Fixed contract collaboration - 6 months full time

Budget up to 225 GBP per day

This position operates on a remote‑first basis, supplemented by targeted on-site presence based on program requirements. The candidate must be willing and eligible to travel to Kuwait to support critical delivery milestones (e.g., design workshops, configuration reviews, testing, training, and cutover/go-live).

All travel, lodging, and associated expenses incurred for client‑site engagements will be covered in accordance with the company’s travel and expense policy.
You will have the opportunity of self development while working in a flexible schedule while maintaining a healthy work‑life balance.

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

The personal data will be processed by Sowelo Consulting spółka z ograniczoną odpowiedzialnością with its registered seat in Cracow (LLC) registered in National Court Register (KRS) under no. 0000671136, our Employees and Subcontractors (jointly referred to as the Company).

Sowelo Consulting sp. z o.o. (LLC) is entered in the register of employment agencies under the number: 35288

Our candidate selection process relies entirely on human judgment. We explicitly avoid using automated screening algorithms or AI‑driven scoring systems for any part of the assessment. Every single profile is reviewed personally by your experienced recruiters, ensuring a thorough and unbiased consideration of your fit.

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