CCaaS Functional Consultant - Contact Centre Transformation

**CCaaS Functional Consultant \- Contact Centre Transformation** ================================================================ **Location:** Flexible / remote\-first, with travel to Kuwait for on\-site delivery when required **Contract Type:** Contract **Duration (Months):** 6 * Lead large\-scale contact centre transformation for an enterprise client in Kuwait * Configure leading CCaaS platforms across voice and digital channels * Work with a specialist management consultancy focused on customer experience delivery * Travel and accommodation covered for all client\-site work * Collaborate with solution architects, AI consultants and platform vendors **Company Overview** -------------------- Our client is a specialist management consultancy that delivers large\-scale contact centre and customer experience transformations for enterprise clients. They make hiring decisions based on merit and value collaboration, practical delivery, attention to detail and clear communication. With a remote\-first approach, they offer flexibility while supporting major transformation programmes across the globe. They are seeking an experienced CCaaS Functional Consultant to join a large\-scale contact centre transformation programme for an enterprise client. This contract role offers the opportunity to configure and deliver omnichannel customer experiences across voice and digital channels, working flexibly with travel to Kuwait when required. **Position Overview** --------------------- As a CCaaS Functional Consultant, you'll play a central role in configuring the CCaaS platform to deliver seamless omnichannel customer experiences. You'll translate customer journeys into configured solutions, build IVR flows and routing logic, and support the programme through testing, go\-live and hypercare. Working closely with solution architects, integration specialists and the platform vendor, you'll help deliver a transformation that improves customer experience and operational efficiency. **Responsibilities** -------------------- * Configure the CCaaS platform across voice and digital channels including email, chat and social * Build and configure IVR flows, skills\-based routing, queues and priorities * Configure the agent desktop and unified agent experience * Translate target customer journeys into configured omnichannel experiences * Design and configure self\-service and digital containment flows * Collaborate with the AI and bot consultant to ensure clean handovers to agents * Prepare and maintain configuration specifications * Support system and user acceptance testing, including test scenarios and defect resolution * Deliver configuration walkthroughs and support training delivery * Support cutover, go\-live and hypercare activities * Work with the Solution Architect, integration consultant, WFM consultant and platform vendor * Contribute configuration content to programme decision gates * For workstream lead positions, coordinate day\-to\-day delivery and manage dependencies **Requirements** ---------------- * Proven hands\-on configuration experience on leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr or Avaya * Strong experience configuring omnichannel contact centres across voice and digital channels * Experience building IVR, routing, queueing and agent desktop configurations * Experience designing and configuring self\-service and digital containment journeys * Ability to work from a solution architecture and configuration specification * Experience supporting system and user acceptance testing and defect management * Experience supporting go\-live and hypercare activities * Strong client\-facing skills with the ability to run configuration walkthroughs * Ability to support user training delivery * Well organised with the ability to manage parallel work to programme timelines **Desirable:** * Relevant platform certifications * Consulting delivery background * Experience integrating contact centre platforms with CRM and knowledge management systems * Familiarity with WFM, quality and analytics tooling * Experience acting as a workstream or team lead * Arabic language ability **Benefits** ------------ * Travel and accommodation covered for all client\-site work in line with company policy * Flexible, remote\-first working arrangement * Opportunity to work on a large\-scale enterprise transformation programme You'll work within a collaborative environment that values practical delivery, clear communication and attention to detail. The consultancy operates with an equal\-opportunity approach, making decisions based on merit and supporting consultants to deliver impactful transformation programmes. **How to Apply** ---------------- To apply for this role please submit your CV using the form below or email