CCaaS Functional Consultant: Omnichannel & Self-Service

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

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.