CCaaS Consulting Expert

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

We are looking for a highly skilled and experienced CCaaS (Contact Center as a Service) Consulting Expert to join our dynamic team. In this pivotal role, you will leverage your deep understanding of cloud-based contact center technologies to advise and guide our clients in optimizing their customer experience and operational efficiency. You will be instrumental in designing innovative CCaaS solutions, defining omnichannel routing strategies, and establishing best practice strategies for seamless CRM integrations and effective contact deflection solutions using intelligent automation. You will collaborate closely with our implementation teams to ensure the successful deployment and customization of these solutions.

As a CCaaS Consulting Expert, You Will…

• Serve as a subject matter expert on various CCaaS platforms (e.g., Genesys Cloud, Five9, NICE CXone, Amazon Connect, etc.), providing insightful recommendations tailored to client needs.
• Lead client engagements, understanding their business objectives, challenges, and technical requirements related to their contact center operations.
• Design and architect comprehensive omnichannel routing strategies that ensure seamless customer journeys across voice, chat, email, social media, and other digital channels, providing clear guidance to the implementation team.
• Partner with Reporting Services to deploy best-in-class reporting.
• Develop best practice strategies for CRM integrations (e.g., Salesforce, Microsoft Dynamics 365, Zendesk) to provide agents with a unified view of customer data and enhance personalization, working with the implementation team on execution.
• Develop and recommend contact deflection strategies utilizing intelligent automation, including chatbots/voicebots, virtual agents, and self-service portals, to improve efficiency and customer satisfaction, providing the blueprint for the implementation team.
• Collaborate closely with implementation teams by providing clear specifications, guidance, and support during the configuration and customization of CCaaS platforms, including call flows, IVR systems, agent desktops, and reporting dashboards.
• Conduct workshops and training sessions to educate clients on best practices and the effective use of their CCaaS solutions.
• Stay abreast of the latest trends and advancements in CCaaS technologies, AI-powered automation, and customer experience strategies.
• Contribute to the development of the internal knowledge base and best practice documentation.
• Act as a liaison between the client and the implementation team, ensuring clear communication and alignment throughout the project lifecycle.

As a CCaaS Consulting Expert, You Need…

• Bachelor's degree in a relevant field (e.g., Information Technology, Business Administration) or equivalent practical experience.
• Proven track record of at least 5 years of experience in a consulting role focused on CCaaS solutions.
• Familiarity with the configuration aspects of relevant CCaaS platforms.
• Knowledge of contact center analytics and reporting tools.
• Understanding of AI and machine learning concepts as applied to customer experience.
• Deep understanding of one or more leading CCaaS platforms and their capabilities.
• Strong understanding of omnichannel contact center principles and best practices.
• Demonstrated experience in designing complex omnichannel routing strategies.
• Strong understanding of CRM systems and best practices for their integration with CCaaS platforms.
• Proficiency in understanding and recommending contact deflection solutions using chatbots and other automation technologies.
• Experience working in an agile project management environment.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong client management and relationship-building skills.
• Ability to effectively collaborate with and guide technical implementation teams.

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a CCaaS Consulting Expert…

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities