CCaaS Functional Consultant

Antal is seeking two experienced CCaaS Functional Consultants to support a large-scale cloud contact centre transformation programme. You will be responsible for configuring and delivering digital containment and self-service workstreams, translating complex business requirements into scalable omnichannel customer experiences.

Key responsibilities

• Configure and deliver core contact centre capabilities including IVR, routing, and agent desktop solutions.
• Design and implement digital containment and self-service customer journeys across voice and digital channels.
• Collaborate closely with solution architects, AI consultants, and business stakeholders throughout the design, testing, and deployment phases.
• Manage delivery activities and dependencies, with one role acting as a Workstream Lead to coordinate the team and communicate with programme leadership.
• Support system integration testing, user acceptance testing, and go-live activities to ensure seamless platform performance.

Requirements

• Hands-on configuration experience with leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya.
• Proven ability to build and configure IVR call flows, skills-based routing, and omnichannel digital channels like chat and email.
• Strong understanding of customer journeys and contact centre operations within enterprise-scale environments.
• Excellent documentation skills, including the ability to create detailed configuration specifications and functional guides.
• Experience supporting end-user training and knowledge transfer during production deployments.

What we offer

• Professional support from a dedicated consultant throughout the entire recruitment process.
• Guidance and preparation for interviews to ensure a smooth transition to your new role.
• Opportunity to work on high-impact, large-scale digital transformation projects within a professional environment.