Managed Services Consultant - Specialist
Core
Lead strategic managed services engagements for enterprise CCaaS customers, driving architecture, transformation, and long-term value realization for contact center solutions.
Role type
Senior Managed Services Consultant (CCaaS Architecture & Strategy)
Builds
Scalable, future-ready customer service solutions across digital and voice ecosystems for enterprise brands.
Domain
Customer Experience (CX) / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
CCaaS solution architecture, omnichannel engagement design, advanced routing strategies, bot and automation strategy, API and enterprise system integrations, contact center operational metrics, transformation roadmap planning
Preferred skills
Enterprise transformation program leadership, AI-led service transformation, social and digital engagement ecosystems
Technologies
Sprinklr CCaaS, VoIP, SIP, CTI, ACD, IVR, NLP
Responsibilities
Define and lead best-practice solution architecture and blueprinting for complex CCaaS environments; Govern and evolve core configuration architecture; Architect enterprise-grade solutions across omnichannel engagement, voice workflows, automation, and AI; Design and optimize advanced routing strategies; Establish scalable bot, automation, and AI strategies; Drive platform adoption and value realization strategies; Define and influence customer contact center operational metrics; Identify and lead transformation opportunities using AI and automation; Architect and oversee complex API, CRM, and telephony integrations; Partner with Sales and Customer Success to drive strategic growth; Lead training and enablement strategies for large agent populations; Act as a trusted advisor to executive stakeholders; Mentor Lead and Senior consultants.
Seniority
Senior, hands-on IC with mentorship responsibilities