CCaaS Solution Consultant

We are a rapidly growing organization seeking to expand our CCaaS (Contact Center as a Service) offering and are looking for an experienced and dynamic CCaaS Solution Consultant to join our team. This is a critical role that will bridge the gap between sales, technical teams, and customers, ensuring that our CCaaS solutions meet and exceed customer expectations. The ideal candidate will have a deep understanding of the key components of CCaaS, experience across multiple CCaaS cloud vendors, and a passion for delivering exceptional customer experience solutions.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Your Role

• The CCaaS Solution Consultant will play a key role in driving the sales cycle by providing expert advice and technical knowledge on CCaaS solutions.
• The consultant will work across different CCaaS platforms, helping customers understand how our solutions can optimize their contact center operations, improve customer experiences, and drive business outcomes.
• Solution Design: Work with customers to understand their business needs, map these requirements to the appropriate CCaaS solutions, and design customized architectures that align with customer goals. Provide pre-sales technical expertise in CCaaS design, ensuring the solution is scalable, cost-effective, and efficient.
• Vendor Agnostic Expertise: Hands-on experience with at least three CCaaS platforms, including Genesys, NICE, Odigo, Verint, Content Guru, Twilio, Five9, Amazon Connect, or similar. Leverage this expertise to guide customers in selecting the best-fit platform that meets their unique requirements.
• Customer Experience (CX) Strategy: Collaborate with clients to craft strategies that optimize their customer journeys and enhance contact center performance. Ensure proposed solutions improve CX and align with best practices for omnichannel support, AI-driven automation, and analytics.
• Presentations & Product Demonstrations: Lead compelling and interactive product demos for prospective customers. Demonstrate the features and benefits of CCaaS platforms, showcasing their value in enhancing customer service operations.
• Solution Delivery Support: Provide pre-sales support throughout the solution delivery cycle. Collaborate with project managers and implementation teams to ensure the successful transition from sales to delivery, addressing any technical concerns or customer inquiries during this phase.

Your skills and experience

• Proven experience in a pre-sales or solution consultant role, with a focus on CCaaS technologies and solutions.
• Deep understanding of the key components of CCaaS, including voice, chat, email, social media, and workforce management solutions.
• Experience working across multiple CCaaS platforms and cloud vendors, such as Genesys, Five9, Twilio, Amazon Connect, etc.
• Strong technical background with the ability to design and present end-to-end solutions for customers.
• Expertise in customer experience (CX) strategy and contact center operations.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

What does ‘Get The Future You Want’ mean for you?

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

You will reimagine what’s possible: creating value for the world’s leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK. You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.