CCaaS Functional Consultant @ Antal

About the role

We are seeking two experienced CCaaS Functional Consultants to support the delivery of a large-scale cloud contact centre transformation programme. The successful candidates will be responsible for configuring and delivering the digital containment and self-service workstream, translating business requirements into scalable omnichannel customer experiences.

This workstream covers core customer contact capabilities across voice and digital channels, including IVR, routing, agent desktop, self-service and digital containment. The consultants will work closely with solution architects, integration specialists, AI consultants and business stakeholders throughout design, configuration, testing, training and go-live activities.

One of the two consultants will also act as Workstream Lead, coordinating delivery activities, managing dependencies and acting as the primary point of contact for programme leadership.

Essential experience

• 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
  • 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.

Desirable

• Platform certifications (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 would be beneficial but are not essential.

About the role

We are seeking two experienced CCaaS Functional Consultants to support the delivery of a large-scale cloud contact centre transformation programme. The successful candidates will be responsible for configuring and delivering the digital containment and self-service workstream, translating business requirements into scalable omnichannel customer experiences.

This workstream covers core customer contact capabilities across voice and digital channels, including IVR, routing, agent desktop, self-service and digital containment. The consultants will work closely with solution architects, integration specialists, AI consultants and business stakeholders throughout design, configuration, testing, training and go-live activities.

One of the two consultants will also act as Workstream Lead, coordinating delivery activities, managing dependencies and acting as the primary point of contact for programme leadership.

Requirements: CCaaS, Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, Avaya Experience Platform, IVR and call flows, Skills-based routing, Queues and routing strategies, Agent desktop configuration, Digital channels, customer self-service, digital containment journeys, System Integration Testing , SIT, User Acceptance Testing, UAT, Documentation skills