CCaaS Functional Consultant - Remote-First, Kuwait on-site

Sowelo Consulting

Kuwait

Hybrid

KWD 10,000 - 17,000

Full time

14 days+

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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.