Solution Advisor, CCaaS, Contact Center Solutions

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Bluewave Technology Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

💼 Consulting

🤝 B2B

🔒 Cybersecurity

Consulting • B2B • Cybersecurity

Bluewave Technology Group is an IT sourcing and advisory firm that helps organizations optimize technology strategy, sourcing, and operations. The company offers rapid assessments (CX, cloud, cybersecurity, telecom, AI readiness), strategic IT sourcing, and a broad set of solutions including security, cloud, contact center/UCaaS, network connectivity, data center, mobility, expense management and BPO. Bluewave positions itself as a partner to enterprise customers and claims over 10,000 clients under management and $35M+ in monthly IT spend under management, emphasizing cost savings, operational efficiency, and risk mitigation.

📋 Description

• 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. • 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 multiple channels. • Help define approaches for IVR, virtual agents, self-service, agent assist, workflow automation, and related AI-enabled use cases. • Translate working sessions into clear solution diagrams, evaluation materials, migration approaches, and phased roadmaps.

🎯 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. • Experience as a contact center operator, executive, and/or decision-maker is a strong plus. • 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.

🏖️ Benefits

• Full benefits package including health insurance options • Generous 401(k) match • Open PTO • Paid Parental Leave • And more.