CCaaS Functional Consultant

Essential experience

• Hands-on configuration experience with one or more leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr or Avaya Experience Platform .
• Strong experience configuring omnichannel contact centre solutions across voice and digital channels.
• Experience building and configuring:
  • IVR and call flows
  • Skills-based routing
  • Queues and routing strategies
  • Agent desktop configuration
  • Digital channels including chat, email and messaging
• Experience designing and configuring customer self-service and digital containment journeys.
• Good understanding of customer journeys and omnichannel contact centre operations.
• Experience supporting System Integration Testing (SIT), User Acceptance Testing (UAT) and production deployments.
• Ability to translate business requirements into functional platform configuration.
• Experience working alongside Solution Architects, integration teams and business stakeholders.
• Strong documentation skills, including configuration specifications and functional documentation.
• Experience supporting end-user training, knowledge transfer and go-live activities.

Desirable

• Platform certifications (Genesys Cloud, NICE CXone, Amazon Connect, Sprinklr or equivalent).
• Experience integrating CCaaS platforms with CRM, Knowledge Management and Identity solutions.
• Understanding of AI-powered virtual assistants, bots and agent assist capabilities.
• Experience with Workforce Management, Quality Management and Contact Centre Analytics solutions.
• Previous experience leading a workstream or small delivery team.
• Experience working on enterprise-scale transformation programmes.
• Arabic language skills would be beneficial but are not essential.

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.

Requirements: CCaaS, Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, Avaya Experience Platform, IVR and call flows, Skills-based routing, Queues and routing strategies, Agent desktop configuration, Digital channels, customer self-service, digital containment journeys, System Integration Testing , SIT, User Acceptance Testing, UAT, Documentation skills