Cloud Consultant in London

Join our Team as a Cloud Consultant!
Location: Hybrid
Salary: Competitive
Hours: Monday-Friday 09:00-17:30
About the role
We are seeking a dynamic and highly specialised Cloud Contact Center (CCaaS) Consultant to design and implement enterprise‑class customer experience (CX) solutions.
This role requires deep expertise in Five9 and Zoom Contact Center alongside strong knowledge of Workforce Management (WFM) tools such as Calabrio and advanced AI capabilities.
As a strategic partner to our clients you will architect solutions that align with CX business objectives, maximise operational efficiency and reduce customer pain points through optimisation and intelligent automation.
What makes you a great fit
5 years in consulting solutions architecture or professional services focused on contact centre technology.
Expert‑level design and deployment experience in Five9 and/or Zoom Contact Centre (both highly desirable).
Strong WFM expertise (Calabrio or similar).
Deep understanding of Contact Centre Operations (CCO) and CX strategy (FCR, AHT, NPS, Occupancy, Service Level).
Practical experience applying AI and automation within CCaaS platforms.
Proven track record advising enterprise‑class customers with strong executive‑level communication skills.
Technical background in cloud telephony (SIP/VoIP) APIs and integration with CRM/ERP systems.
Key responsibilities
Multi‑Platform Strategic Design & CX Alignment
Lead discovery sessions with enterprise stakeholders to capture CX strategy and workflows.
Design multi‑channel CCaaS solutions using Five9 and Zoom recommending optimal mixes.
Translate complex business challenges (e.g. high AHT resource under‑utilisation) into actionable architecture.
WFM & Operational Optimisation
Design and advise on integration of WFM solutions (Calabrio, Nice, Verint).
Consult on scheduling, forecasting, QM and analytics to drive efficiency and agent experience.
Ensure CCaaS designs support accurate WFM forecasting and adherence tracking.
AI & Automation Integration
Architect AI deployments (IVA, Agent Assist, predictive routing).
Develop automation strategies to improve self‑service and agent productivity.
Solution Documentation & Project Enablement
Produce architectural documentation, design specifications and scope of work (SOWs).
Act as CCaaS/WFM SME during implementation ensuring alignment with strategic design.
Perks for our People
Holidays : 25 days,