CCaaS Technology Consultant

Insite Managed Solutions•Dallas, FL

7d•Onsite

About The Position

As a CCaaS Consultant within Insite's Technology Practice, you'll help clients design, implement, and optimize modern contact center solutions. You'll work hands-on with multiple CCaaS platforms to configure solutions, support migrations, improve existing environments, and solve complex technical challenges. In this role you'll partner closely with clients to understand their goals, recommend the right approach, and deliver technology solutions that improve customer experience, agent performance, and business results.

Requirements

5+ years of experience in contact center operations, CCaaS technology, consulting, professional services, or BPO environments
Hands-on experience implementing, configuring, administering, or optimizing enterprise CCaaS platforms
Experience with one or more leading CCaaS platforms, including Five9, NICE CXone, Genesys Cloud, RingCentral, or similar technologies
Experience designing and configuring IVRs, routing strategies, queues, skills, digital channels, reporting, and platform integrations
Experience supporting or leading CCaaS implementations, migrations, upgrades, and technology transformations
Ability to assess business requirements and translate them into scalable technology solutions
Strong troubleshooting, analytical, documentation, communication, and presentation skills
Proficiency with PowerPoint and Excel
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
This position is not open to candidates in: California, Massachusetts, New York, New Jersey, Oregon, Connecticut, Minnesota, Colorado

Nice To Haves

Experience supporting technology assessments, vendor evaluations, or RFP processes
Experience in consulting, advisory, or digital transformation environments
Knowledge of AI-enabled customer experience technologies, including conversational AI, virtual agents, agent assist, and automation
Lean, Six Sigma, or other process improvement certification or applied experience

Responsibilities

Assess, configure, and optimize contact center technology environments, including IVR, routing, integrations, reporting, and platform configuration
Design and implement CCaaS solutions while advising clients on platform capabilities, architecture, vendor selection, and technology strategy
Lead and support platform evaluations, RFPs, implementations, migrations, upgrades, and optimization initiatives
Design, build, configure, and document IVR applications, routing logic, call flows, and omnichannel customer experiences
Configure, validate, and support integrations with CRM, WFM, QA, AI, and third-party applications
Monitor, troubleshoot, and optimize platform performance to improve customer and agent experiences
Present technical findings and recommendations to operational and executive stakeholders
Collaborate with internal consultants, implementation teams, and client stakeholders to deliver scalable, sustainable solutions
Manage multiple client engagements while maintaining strong organization and delivery discipline