CCaaS Functional Consultant - fully remote (fixed term) in Cracow, Queensland at Sowelo Consulting sp. z o.o. sp. k.

Would you like to work on a project where technology plays a key role in delivering the right
solutions?
Would you like to join a company which will provide a good platform to help you grow your career?

So please, take a few minutes and read about your potential new job.

Our client is a fast-growing, agile international consulting firm headquartered in the United Kingdom. They've been focusing on optimizing processes centricity and technology. One of the many areas they are focusing on is to design and implement next generation activities- reformulating operating models, optimising processes and installing automation.

Translating the technical blueprint provided by the Solution Architect, you will convert complex business use cases and target customer journeys into a fully configured, tested, and operationally adopted platform. This end-to-end engagement spans solution design, build and testing, user training, go-live cutover, and post-launch hypercare.

This role implies on-site presence based on program requirements in Kuwait.

Your tasks will include:

• Configure end-to-end CCaaS platform capabilities across voice and digital channels (email, webchat, messaging, and social media) in strict alignment with approved solution architecture designs.
• Design, build, and optimize interactive voice response (IVR) flows, skills-based routing rules, queue structures, and priority schemes to support target service delivery models.
• Customize unified agent desktops, workspace layouts, contextual screen pops, and integrated knowledge management tools to maximize agent efficiency and reduce average handle time (AHT).
• Translate target customer journeys into fully configured omnichannel experiences, ensuring seamless context retention and full interaction history across all touchpoints.
• Engineer automated self-service routing and digital containment workflows to drive call deflection and enable high-resolution autonomous customer journeys.
• Partner with AI/Bot specialists to establish frictionless bot-to-agent handoffs, preserving interaction context for assisted channels.
• Author and maintain rigorous technical configuration specifications, ensuring continuous alignment with broader solution architectures and integration specifications.
• Lead system integration testing (SIT) and user acceptance testing (UAT) cycles, including test scenario design, defect remediation, and retesting.
• Conduct technical walkthroughs and functional enablement sessions for team leaders, supervisors, and agents to accelerate platform adoption.
• Oversee platform cutover activities, lead real-time incident resolution during hypercare, and drive operational stabilization post-launch.
• Collaborate closely with Solution Architects, Integration Consultants, Workforce Management (WFM) Leads, and platform vendors to ensure cohesive technical delivery.
• Provide technical inputs for program quality gates, steer milestone reviews, and secure formal sign-offs from key client stakeholders.
• Direct day-to-day workstream operations, manage cross-functional dependencies, track deliverables, and report progress directly to the Program Manager.

To be a good fit for the CCaaS Functional Consultant, you will have:

• Demonstrated track record of configuring leading CCaaS enterprise platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya).
• Proven capability in configuring complex voice and digital routing architectures, IVR trees, queue structures, and desktop workspaces.
• Solid background in building automated customer journeys and containment flows.
• Ability to interpret complex architectural designs and configuration specifications into accurate, defect-free platform builds.
• Experience supporting full-lifecycle implementations, including SIT/UAT execution, defect resolution, cutover planning, and post-go-live hypercare.
• Exceptional client-facing skills, comfortable running technical workshops and training enablement sessions for business stakeholders.
• Highly organized with a proven ability to manage parallel workstreams against tight project milestones.

Preferred Qualifications:

• Official technical certifications from major CCaaS providers (e.g., Genesys Certified Professional, AWS Certified Alexa/Connect Specialist, NICE CXone Certified).
• Prior experience working within a management consulting, IT professional services, or global systems integration (SI) firm.
• Hands-on experience integrating CCaaS environments with enterprise CRM platforms (Salesforce, Dynamics 365) and Knowledge Management tools.
• Familiarity with Workforce Management (WFM), Quality Management (QM), and contact center analytics tools.
• Experience serving as a Workstream or Technical Lead on large-scale enterprise transformation programs.
• Professional working proficiency in Arabic is a plus.

Reasons to join:

Fixed contract collaboration - 6 months full time

Budget up to 225 GBP per day

This position operates on a remote-first basis, supplemented by targeted on-site presence based on program requirements. The candidate must be willing and eligible to travel to Kuwait to support critical delivery milestones (e.g., design workshops, configuration reviews, testing, training, and cutover/go-live).

All travel, lodging, and associated expenses incurred for client-site engagements will be covered in accordance with the company’s travel and expense policy.
You will have the opportunity of self development while working in a flexible schedule while maintaining a healthy work-life balance.

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

The personal data will be processed by Sowelo Consulting spółka z ograniczoną odpowiedzialnością with its registered seat in Cracow (LLC) registered in National Court Register (KRS) under no. 0000671136, our Employees and Subcontractors (jointly referred to as the Company).

Sowelo Consulting sp. z o.o. (LLC) is entered in the register of employment agencies under the number: 35288

Our candidate selection process relies entirely on human judgment. We explicitly avoid using automated screening algorithms or AI-driven scoring systems for any part of the assessment. Every single profile is reviewed personally by our experienced recruiters, ensuring a thorough and unbiased consideration of your fit.

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