CCaaS Functional Consultant (m/k/n)

Our requirements

• 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.

Optional

• 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.

Your responsibilities

• 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.

About the project

This is how we organize our work

What 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.

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• remote work opportunities

Recruitment stages

• 1.
  CV
• 2.
  Introductory interview
• 3.
  Technical interview

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