CCaaS Functional Consultant

Upvanta is seeking 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 organizations enhance customer interactions across voice and digital channels.

Key responsibilities

• Configure and optimize CCaaS platforms across multiple 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.

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.
• Proven track record in designing and implementing self-service and digital customer journeys.
• Excellent communication and stakeholder management skills.
• Experience working within Agile delivery teams.

What we offer

• Opportunity to participate in a large-scale customer experience transformation programme.
• 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.