CCaaS Functional Consultant

Antal; Warszawa; On-site; PLN 150,000 - 210,000; Full time

Job summary

Antal is seeking two CCaaS Functional Consultants to support a large-scale cloud contact centre transformation. You will configure and deliver the digital containment and self-service workstream, translating business requirements into scalable omnichannel customer experiences.

The role covers voice and digital channels, including IVR, routing and agent desktop, and involves design, configuration, testing, training and go-live activities.

Responsibilities

• Configure and deliver the digital containment and self-service workstream, translating business requirements into scalable omnichannel customer experiences.
• Work with solution architects, integration specialists, AI consultants and business stakeholders through design, configuration, testing, training and go-live activities.
• One consultant will act as Workstream Lead, coordinating delivery, managing dependencies and serving as the primary contact for programme leadership.

Job description

About the role

We are seeking two experienced CCaaS Functional Consultants to support the delivery of a large-scale cloud contact centre transformation programme. The successful candidates will be responsible for configuring and delivering the digital containment and self-service workstream, translating business requirements into scalable omnichannel customer experiences.

This workstream covers core customer contact capabilities across voice and digital channels, including IVR, routing, agent desktop, self-service and digital containment. The consultants will work closely with solution architects, integration specialists, AI consultants and business stakeholders throughout design, configuration, testing, training and go-live activities.

One of the two consultants will also act as Workstream Lead, coordinating delivery activities, managing dependencies and acting as the primary point of contact for programme leadership.