Compass

Consultant, CCaaS – Mid-level

Compass

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cloud

About the role

  • Conduct discovery sessions with stakeholders (CX - Customer Experience, Operations, Quality, Planning, IT, Product)
  • Map customer service journeys (voice and digital), including: main path and exceptions, business rules, handoffs and escalations, fallback and contingency rules, and define functional requirements and acceptance criteria (UAT)
  • CCaaS platform configuration (transferable skills). Working with platforms such as: Amazon Connect, Genesys Cloud, NICE CXone, Google CCAI Platform, Five9, Twilio Flex or similar
  • CCaaS platform responsibilities include: building flows (IVR, callbacks, schedules, transfers/overflows); configuring queues and routing by skill/attribute; defining operating hours and special rules; configuring access profiles (admin, supervisor, agent); logical organization and environment documentation. Not responsible for advanced development (APIs/Lambda/custom code), but must specify requirements and validate them with engineering
  • Define post go-live operational model: change management, improvement backlog, executive rituals, functional documentation and versioning; monitor operational KPIs: SLA, AHT/TMA, FCR, CSAT/NPS, abandonment
  • Translate performance gaps into flow and routing adjustments
  • Develop and deliver training for: Agents (platform use and service logic); Supervisors (monitoring, intervention, reporting); Quality (evaluation and calibration); Planning/WFM (operational impacts); Managers (KPIs and governance); Client technical team (functional admin and handover)
  • Participate in the design of generative AI solutions for customer service and apply principles such as: structured prompt engineering, definition of boundaries and human fallback, basic guardrails (security, scope, compliance), AI evaluation metrics (perceived accuracy, escalation rate, operational impact), and ensure responsible use of AI (LGPD, privacy, bias management)

Requirements

  • Conduct discovery sessions with stakeholders (CX - Customer Experience, Operations, Quality, Planning, IT, Product)
  • Map customer service journeys (voice and digital), including: main path and exceptions, business rules, handoffs and escalations, fallback and contingency rules, and define functional requirements and acceptance criteria (UAT)
  • CCaaS platform configuration (transferable skills). Working with platforms such as: Amazon Connect, Genesys Cloud, NICE CXone, Google CCAI Platform, Five9, Twilio Flex or similar
  • CCaaS platform responsibilities include: building flows (IVR, callbacks, schedules, transfers/overflows); configuring queues and routing by skill/attribute; defining operating hours and special rules; configuring access profiles (admin, supervisor, agent); logical organization and environment documentation. Not responsible for advanced development (APIs/Lambda/custom code), but must specify requirements and validate them with engineering
  • Define post go-live operational model: change management, improvement backlog, executive rituals, functional documentation and versioning; monitor operational KPIs: SLA, AHT/TMA, FCR, CSAT/NPS, abandonment
  • Translate performance gaps into flow and routing adjustments
  • Develop and deliver training for: Agents (platform use and service logic); Supervisors (monitoring, intervention, reporting); Quality (evaluation and calibration); Planning/WFM (operational impacts); Managers (KPIs and governance); Client technical team (functional admin and handover)
  • Participate in the design of generative AI solutions for customer service and apply principles such as: structured prompt engineering, definition of boundaries and human fallback, basic guardrails (security, scope, compliance), AI evaluation metrics (perceived accuracy, escalation rate, operational impact), and ensure responsible use of AI (LGPD, privacy, bias management)
Benefits
  • Strong experience in CX or customer service transformation projects
  • Hands-on experience with at least one CCaaS platform: Amazon Connect, Genesys Cloud, NICE CXone, Google CCAI Platform, Five9, Twilio Flex or similar
  • Solid understanding of routing concepts, queues, SLAs and contact center operations
  • Experience designing flows and service rules
  • Facilitation skills and ability to train multiple audiences
  • Practical knowledge of AI applied to customer service
  • Differentials: previous experience with Amazon Connect; experience with Contact Lens / analytics / quality; familiarity with CRM systems (Salesforce, Zendesk, etc.); experience in consultancies or system integrators
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CCaaS platform configurationcustomer service journey mappingfunctional requirements definitionacceptance criteria (UAT)building flows (IVR, callbacks, schedules, transfers/overflows)configuring queues and routingmonitoring operational KPIsstructured prompt engineeringAI evaluation metricschange management
Soft Skills
stakeholder engagementtraining developmentcommunicationcollaborationproblem-solvingorganizational skillsanalytical thinkingadaptabilityleadershipinterpersonal skills