Solution Advisor, CCaaS and Contact Center Solutions

Bluewave Technology Group

11h • $130,000 - $190,000 • Remote

About The Position

As a Solution Advisor at Bluewave focused on CCaaS & Contact Center Solutions, you will lead discovery, deal support, and solution development for client engagements focused on Contact Center as a Service (CCaaS) and related CX, EX, and AI solutions. In this role, you’ll partner closely with Sales, Client Success, Delivery, clients, and strategic technology partners to translate business objectives into practical solution paths, vendor shortlists, and executable roadmaps that improve customer experience, agent productivity, and operational efficiency. You will serve as a trusted advisor to enterprise and upper mid-market clients, with a strong emphasis on requirements definition, vendor evaluation, comparative analysis, and moving work forward with urgency and clarity. You bring strong consultative skills, structured thinking, natural curiosity, and the activation energy to turn complex client environments into clear recommendations, practical deliverables, and next steps that keep momentum high.

Requirements

• 5+ years of experience in a Contact Center, CCaaS, or CX technology role such as Solution Architect, Pre-Sales Engineer, Contact Center Engineer, CX Consultant, or similar.
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.
• Technical curiosity coupled with results-oriented activation energy.
• Demonstrated experience designing, evaluating, and/or implementing CCaaS solutions.
• Strong understanding of IVR, IVA, virtual agents, self-service, agent assist, and workflow automation use cases.
• Experience with workforce management, quality management, interaction analytics, and reporting or BI in contact center environments.
• Proven ability to lead requirements discovery with business and IT stakeholders.
• Proven ability to build comparison and decision frameworks and explain trade-offs clearly.
• Strong presentation skills, including the ability to present complex architectures and options to non-technical executives.
• Strong proficiency in Excel and PowerPoint.
• Strong written deliverable skills, including discovery workbooks, strategic blueprints, provider comparison matrices, and executive summaries.

Nice To Haves

• Experience as a contact center operator, executive, and/or decision-maker is a strong plus.
• Relevant certifications, including vendor-specific CCaaS, contact center, or CX certifications.
• Familiarity with AI-driven analytics and agent assist tools, including real-time transcription, summarization, coaching, and predictive CSAT capabilities.
• Familiarity with security, compliance, and privacy requirements in regulated industries, including PCI, HIPAA, HITRUST, GDPR, call recording, and redaction considerations.
• Familiarity with UC and collaboration ecosystems such as Microsoft Teams, Zoom, and Webex, and how they intersect with contact center environments.
• Comfort building TCO and ROI models and framing the financial impact of technology decisions.

Responsibilities

• Lead structured discovery sessions with business, technology, and operations stakeholders across Contact Center, CX, IT, Security, Compliance, and Finance.
• Analyze current-state environments, including contact flows, channels, workforce management, quality management, analytics, and integrations across CRM, ticketing, knowledge, and unified communications platforms.
• Identify pain points and constraints across people, process, technology, and customer experience outcomes such as first contact resolution, CSAT, NPS, handle time, and staffing efficiency.
• Develop clear, prioritized requirements workbooks, assessment outputs, and gap analyses for CCaaS and contact center initiatives.
• Collaborate with clients and potential suppliers to shape future-state CCaaS and contact center approaches across voice, chat, email, SMS, social, video, and in-app messaging channels.
• Help define approaches for IVR, virtual agents, self-service, agent assist, workflow automation, and related AI-enabled use cases.
• Map vendor capabilities to client requirements, including security, compliance, data residency, integration, licensing, and budget considerations.
• Translate working sessions into clear solution diagrams, evaluation materials, migration approaches, and phased roadmaps that are practical for client teams to execute and useful for Bluewave teams to reuse.
• Maintain strong working knowledge of major CCaaS and contact center platforms such as Genesys, NICE, Five9, Talkdesk, Cisco, Avaya, RingCentral, 8x8, inContact, and related providers.
• Maintain familiarity with adjacent CX and AI ecosystem tools such as Cresta, Zenarate, Level AI, SuccessKPI, and similar platforms.
• Build and present vendor comparison matrices and shortlists that clearly outline functional strengths and weaknesses, architectural fit, operational complexity, roadmap alignment, and commercial considerations.
• Support RFI and RFP development, response evaluation, and final recommendation presentations.
• Act as the primary technical and functional resource on CCaaS and contact center pursuits from early qualification through close.
• Participate in client calls, workshops, and executive briefings to clarify requirements, shape opportunity strategy, and position solutions effectively.
• Address objections, risks, assumptions, and trade-offs in a clear and business-oriented way.
• Develop presentation materials, solution briefs, and ROI narratives tailored to each client’s business case.
• Contribute to and refine frameworks, questionnaires, templates, and assessment tools for CCaaS and contact center engagements.
• Help create repeatable processes, artifacts, and deliverables that strengthen Bluewave’s ability to scale high-quality work across the team.
• Track market trends in CX, AI, self-service, workforce management, and customer journey orchestration, and translate them into practical guidance for clients and internal teams.
• Deliver internal training and enablement for Sales, Client Success, and fellow Solution Advisors on CCaaS fundamentals, vendor landscape, and opportunity qualification.
• Help author internal guides, playbooks, best practices, and customer-facing decision frameworks.

Benefits

• health insurance options
• generous 401(k) match
• Open PTO
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior