CCaaS Functional Consultant

Antal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, it employs around 150 professionals delivering a full range of services – from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research. The company has a division-based structure combining deep industry expertise with functional specialisation to provide tailored solutions for companies in every sector, acting as a trusted partner for both employers and candidates throughout the talent journey.

• Hands-on configuration experience with one or more leading 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.
• Experience building and configuring IVR and call flows, skills-based routing, queues and routing strategies, agent desktop configuration, and digital channels including chat, email, and messaging.
• Experience designing and configuring customer self-service and digital containment journeys.
• Good understanding of customer journeys and omnichannel contact centre operations.
• Experience supporting System Integration Testing (SIT), User Acceptance Testing (UAT), and production deployments.
• Ability to translate business requirements into functional platform configuration.
• 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, Sprinklr or equivalent.
• 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.
• Previous experience leading a workstream or small delivery team.
• Experience working on enterprise-scale transformation programmes.
• Arabic language skills (beneficial but not essential).

• Configure and deliver digital containment and self-service workstreams covering voice and digital channels such as IVR, routing, agent desktop, and self-service.
• Work closely with solution architects, integration specialists, AI consultants, and business stakeholders throughout design, configuration, testing, training, and go-live.
• Act as Workstream Lead for one consultant, coordinating delivery activities, managing dependencies, and serving as the primary contact for programme leadership.