CCaaS Functional Consultant – Fixed Term

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Sowelo Consulting sp. z o.o. sp. k.

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Sowelo Consulting sp. z o. o. sp. k. is a recruitment consulting firm based in Krakow, Poland, established in 2007. It specializes in providing tailored recruitment solutions including Recruitment Process Outsourcing (RPO), Executive Search, and IT Contracting across various sectors such as IT/Telco, Renewable Energy, and Finance. The company offers services like Talent Market Mapping, Recruitment Process Assessment, and Employer Branding to enhance recruitment efficiency and attract potential employees, clients, and investors. With a large database and a focus on strategic recruitment consulting, Sowelo Consulting helps businesses find skilled professionals to enhance their workforce.

📋 Description

• Configure end-to-end CCaaS platform capabilities across voice and digital channels (email, webchat, messaging, and social media) • Design, build, and optimize interactive voice response (IVR) flows, skills-based routing rules, queue structures, and priority schemes to support target service delivery models • Customize unified agent desktops, workspace layouts, contextual screen pops, and integrated knowledge management tools to maximize agent efficiency and reduce average handle time (AHT) • Translate target customer journeys into fully configured omnichannel experiences, ensuring seamless context retention and full interaction history across all touchpoints • Engineer automated self-service routing and digital containment workflows to drive call deflection and enable high-resolution autonomous customer journeys • Partner with AI/Bot specialists to establish frictionless bot-to-agent handoffs, preserving interaction context for assisted channels • Author and maintain rigorous technical configuration specifications, ensuring continuous alignment with broader solution architectures and integration specifications • Lead system integration testing (SIT) and user acceptance testing (UAT) cycles, including test scenario design, defect remediation, and retesting • Conduct technical walkthroughs and functional enablement sessions for team leaders, supervisors, and agents to accelerate platform adoption • Oversee platform cutover activities, lead real-time incident resolution during hypercare, and drive operational stabilization post-launch • Collaborate closely with Solution Architects, Integration Consultants, Workforce Management (WFM) Leads, and platform vendors to ensure cohesive technical delivery • Provide technical inputs for program quality gates, steer milestone reviews, and secure formal sign-offs from key client stakeholders • Direct day-to-day workstream operations, manage cross-functional dependencies, track deliverables, and report progress directly to the Program Manager

🎯 Requirements

• Demonstrated track record of configuring leading CCaaS enterprise platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya) • Proven capability in configuring complex voice and digital routing architectures, IVR trees, queue structures, and desktop workspaces • Solid background in building automated customer journeys and containment flows • Ability to interpret complex architectural designs and configuration specifications into accurate, defect-free platform builds • Experience supporting full-lifecycle implementations, including SIT/UAT execution, defect resolution, cutover planning, and post-go-live hypercare • Exceptional client-facing skills, comfortable running technical workshops and training enablement sessions for business stakeholders • Highly organized with a proven ability to manage parallel workstreams against tight project milestones

🏖️ Benefits

• Fixed contract collaboration - 6 months full time • All travel, lodging, and associated expenses incurred for client-site engagements will be covered