CCaaS Implementation Consultant

🔥 3 hours ago

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HumanIT Digital Consulting

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

HumanIT Digital Consulting is a human-centered digital consulting and talent services firm that helps organizations find, onboard and grow people while delivering digital transformation and IT-related consulting. The company emphasizes people-first values and offers services to both jobseekers and hiring companies across offices in Portugal and Switzerland. HumanIT positions itself as a partner for businesses seeking human talent and for professionals seeking career opportunities in digital and IT roles.

📋 Description

• You'll be the operational and strategic owner of the Sprinklr platform, covering all modules — Service/CCaaS, Social, Marketing, Insights/Voice of Customer, and AI+ Studio — across Sunrise's main brand and flanker brands. • The scope spans platform configuration and maintenance, roadmap evolution, stakeholder management, UAT ownership, training, and performance reporting. • You'll be working in a cross-functional environment with business units, IT, test teams, and external Sprinklr partners, delivering complex, multi-brand initiatives in a fast-moving Telco context.

🎯 Requirements

• 2–5 years of experience managing, configuring, and evolving CCaaS or contact centre platforms in a professional context • Hands-on experience with Sprinklr or a comparable CCaaS solution such as Genesys, NICE CXone, or similar — this is a hard requirement • Practical experience configuring CCaaS modules including routing, automation rules, bots, queues, workspaces, and permissions • Solid experience running IT projects, including test management (UAT) and requirements management • Experience working with external platform vendors and managing complex, cross-functional projects • Ability to take end-to-end platform ownership — from configuration and stability through to roadmap prioritisation and strategic development • Experience shaping or evolving chatbot, voicebot, or AI-driven contact centre capabilities • Strong stakeholder management skills — comfortable engaging with business units, IT teams, and stakeholders up to executive level • Strong analytical and solution-oriented mindset, with the ability to translate platform data into concrete improvement actions • Independent, structured working style with resilience in complex, time-critical situations • Degree in Business, Computer Science, or a related field — or equivalent professional experience • Fluent English — required for daily collaboration across an international environment.