Principal Consultant (Contact Centre/CX)

Principal Consultant (Contact Centre/CX)

This critical role is an exciting opportunity for an experienced CX focused specialist to play a pivotal part in designing & implementing advanced contact centre & unified communications environments to ensure customer interaction & operational efficiency. In this role, you will be leading the architectural design, strategy, and implementation of innovate solutions to help drive business value and improve customer engagement.

Role Details:

• Permanent
• Remote/ad hoc travel to London
• Up to £120,000 (DOE)

Responsibilities:

• Lead the design and implementation of robust contact center and unified communications solutions
• Develop and maintain architectural blueprints, ensuring alignment with organizational goals and industry best practices.
• Collaborate with executive leadership and stakeholders to define the technology strategy and roadmap for contact centres and unified communications.
• Guide the technical team in the Omnichannel integrations including any VOIP, SIP, and session border controllers (SBCs) to enhance communication capabilities.
• Oversee CRM integrations (eg, Salesforce, ServiceNow, SAP) to ensure seamless data flow and customer experience.
• Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

Skills/Experience Required:

• Minimum of 8 years experience in solutions architecture or practice leadership within contact center and unified communications environments.
• Proven expertise in contact centre NICE CX One technology and familiarity with Genesys Pure Cloud or similar platforms.
• Strong understanding of VOIP, SIP, and related protocols.
• Experience with session border controllers (SBCs) from brands such as Cisco, Ribbon, AudioCodes, and Avaya.
• Solid knowledge of workforce management tools and AI technologies to enhance customer interactions.
• Experience in managing CRM systems and ensuring seamless integration within contact center solutions.

To be considered, please ensure you complete your application on the Computappoint website.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy

Principal Consultant (Contact Centre) | Permanent | Remote | London | £120,000