[Hiring] CCaaS Functional Consultant @Sowelo Consulting

Role Description

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.

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

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.
• 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.