About this role

CCaaS Functional Consultant Upvanta Daily tasks: - Configure and optimize CCaaS platforms across multiple customer communication channels, including voice, chat, email, and social media. - Design and implement IVR solutions, routing strategies, queues, and contact handling workflows. - Translate business requirements into scalable and user-friendly customer service solutions. - Develop and improve self-service journeys to enhance customer experience and operational efficiency.

- Collaborate with solution architects, integration teams, and business stakeholders throughout the project lifecycle. - Support platform testing activities, including system integration testing and user acceptance testing. - Create and maintain functional documentation, configuration specifications, and process guides. - Deliver workshops, demonstrations, and end-user training sessions. - Support deployment, go-live activities, and post-implementation stabilization.

- Contribute to continuous improvement initiatives and best practices within the customer experience domain. Musts: Genesys, Cloud, Testing Hands-on experience with leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya. Strong understanding of omnichannel contact centre operations and customer service processes. Experience configuring IVR, call routing, queue management, and agent desktop solutions.

Proven track record in designing and implementing self-service and digital customer journeys. Experience working with business requirements, functional specifications, and solution designs. Knowledge of testing processes, defect management, and production deployments. Excellent communication and stakeholder management skills. Ability to work independently and manage multiple priorities in a dynamic project environment.

Experience working within Agile delivery teams. Nice to Have Vendor certifications related to CCaaS platforms. Experience integrating contact centre solutions with CRM, knowledge management, or customer engagement platforms. Background in consulting, digital transformation, or customer experience projects. Experience leading workstreams or coordinating small delivery teams. Knowledge of workforce management, quality monitoring, or analytics solutions.

Additional language skills are considered an advantage. We are looking for an experienced CCaaS Functional Consultant to join a high-profile customer experience transformation initiative. In this role, you will play a key part in shaping and delivering modern cloud-based contact centre solutions, helping organisations enhance customer interactions across voice and digital channels. You will work closely with business and technical stakeholders to design seamless customer journeys, improve self-service capabilities, and drive adoption of innovative CX technologies.

We Offer Opportunity to participate in a large-scale customer experience transformation programme. Flexible remote working model. Collaboration with experienced consultants, architects, and technology specialists. Exposure to modern cloud contact centre technologies and enterprise environments. Dynamic international project environment with opportunities for growth and professional development. A challenging role with significant impact on customer experience and operational transformation.

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