Support sales & account growth: Shape proposals, demos, and estimates; contribute to business development and account management.
Support operational engagements like operating models & governance development, Workforce Management optimization.
Deliver Contact Centre solution evaluations, Total Cost of ownership analysis technical Architecture and Road Maps.
Coach teams: Facilitate workshops, align stakeholders, and mentor consultants.
Architect and implement solutions: Design scalable CCaaS architectures leveraging platforms like Genesys Cloud CX, NICE CXone, Five9, Amazon Connect, and integrate with CRM systems.

Requirements

3–5 years leading CCaaS implementations
Expertise in at least two CCaaS platforms (Genesys Cloud CX, NICE CXone, Five9, Amazon Connect)
SIP/telephony, IVR/IVA design, APIs/REST, security/compliance in cloud environments
Bachelor’s degree; COPC® Certified Professional Manager; ITIL; PMP/PRINCE2; cloud certs (AWS/Azure/GCP)

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

CCaaS implementationsSIPtelephonyIVR designIVA designAPIsRESTsecuritycompliancecloud environments

Soft Skills

coachingfacilitating workshopsaligning stakeholdersmentoring

Certifications

Bachelor's degreeCOPC Certified Professional ManagerITILPMPPRINCE2AWS certificationAzure certificationGCP certification