CCaaS Functional Consultant

Upvanta is involved in a large-scale customer experience transformation programme focused on modern cloud-based contact centre solutions helping organisations enhance customer interactions across voice and digital channels.

• 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 ability to design and implement 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 dynamic projects.
• Experience working within Agile delivery teams.

Nice to have:

• Vendor certifications related to CCaaS platforms.
• Experience integrating contact centre solutions with CRM and 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.

• Configure and optimize CCaaS platforms across voice, chat, email, and social media communication channels.
• Design and implement IVR solutions, routing strategies, queues, and contact handling workflows.
• Translate business requirements into scalable customer service solutions.
• Develop and enhance self-service customer journeys.
• Collaborate with solution architects, integration teams, and business stakeholders.
• Support system integration and user acceptance testing.
• Create and update functional documentation and process guides.
• Deliver workshops, demonstrations, and end-user training.
• Support deployment, go-live activities, and post-implementation stabilization.
• Contribute to continuous improvement initiatives in customer experience.