CCaaS Solutions Consultant - Design, Migrate & Optimize
Insite-Managed-Solutions
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Job summary
Insite-Managed-Solutions is actively seeking an experienced CCaaS Consultant to help clients design, implement, and optimize modern contact center solutions. You will work hands-on with multiple CCaaS platforms to configure solutions, support migrations, improve environments, and solve complex technical challenges.
The role requires translating business goals into scalable technology strategies, leading platform evaluations, migrations, and enhancements, and collaborating with clients to deliver
Qualifications
- 5+ years of experience in contact center operations, CCaaS technology, consulting, professional services, or BPO environments.
- Hands-on experience implementing, configuring, administering, or optimizing enterprise CCaaS platforms.
- Experience with leading CCaaS platforms including Five9, NICE CXone, Genesys Cloud, RingCentral or similar.
- Experience designing and configuring IVRs, routing strategies, queues, skills, digital channels, reporting, and platform integrations.
- Experience supporting CCaaS implementations, migrations, upgrades, and technology transformations.
- Ability to translate business requirements into scalable technology solutions.
- Strong troubleshooting, analytical, documentation, communication, and presentation skills.
- Proficiency with PowerPoint and Excel.
Responsibilities
- Design, implement, and optimize CCaaS solutions across multiple platforms.
- Lead evaluations, RFPs, implementations, migrations, upgrades, and optimizations.
- Design and document IVR applications, routing logic, call flows, and omnichannel experiences.
- Configure and support integrations with CRM, WFM, QA, AI, and other apps.
- Monitor and improve platform performance to enhance customer and agent experiences.
- Present findings and recommendations to stakeholders.
- Collaborate with consultants, implementation teams, and client stakeholders on scalable solutions.
- Manage multiple client engagements with strong organization and delivery discipline.
Skills
Tools
Job description
Insite-Managed-Solutions is actively seeking an experienced CCaaS Consultant to help clients design, implement, and optimize modern contact center solutions. You will work hands-on with multiple CCaaS platforms to configure solutions, support migrations, improve environments, and solve complex technical challenges.
The role requires translating business goals into scalable technology strategies, leading platform evaluations, migrations, and enhancements, and collaborating with clients to deliver
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