CCaaS Functional Consultant

The company is involved in delivering large-scale cloud contact centre transformation programmes focused on omnichannel customer experience using leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, and Avaya Experience Platform.

• Hands-on configuration experience with CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya Experience Platform.
• Strong experience configuring omnichannel contact centre solutions across voice and digital channels including chat, email, and messaging.
• Experience building IVR, call flows, skills-based routing, queues, routing strategies, and agent desktop configuration.
• Experience designing customer self-service and digital containment journeys.
• Good understanding of customer journeys and omnichannel contact centre operations.
• Experience supporting SIT, UAT, and production deployments.
• Ability to translate business requirements into functional configurations.
• Experience working alongside solution architects, integration teams, and business stakeholders.
• Strong documentation skills including configuration specifications and functional documentation.
• Experience supporting end-user training, knowledge transfer, and go-live activities.

Nice to have:

• Platform certifications for Genesys Cloud, NICE CXone, Amazon Connect, or Sprinklr.
• Experience integrating CCaaS platforms with CRM, Knowledge Management, and Identity solutions.
• Understanding of AI-powered virtual assistants, bots, and agent assist capabilities.
• Experience with Workforce Management, Quality Management, and Contact Centre Analytics solutions.
• Experience leading a workstream or small delivery team.
• Experience on enterprise-scale transformation programmes.
• Arabic language skills (beneficial but not essential).

• Configure and deliver digital containment and self-service workstreams in a large-scale cloud contact centre transformation.
• Build and configure IVR and call flows, skills-based routing, queues, routing strategies, and agent desktop.
• Design and configure customer self-service and digital containment journeys.
• Support System Integration Testing (SIT), User Acceptance Testing (UAT), and production deployments.
• Translate business requirements into functional platform configurations.
• Collaborate with solution architects, integration teams, AI consultants, and business stakeholders throughout design, configuration, testing, training, and go-live.
• Provide end-user training, knowledge transfer, and support go-live activities.
• Coordinate delivery activities, manage dependencies, and act as primary contact for programme leadership (Workstream Lead role).