Cloud Contact Center
Skills
About This Role
Role Summary
We are looking for a highly skilled
Company Cloud Technical Subject Matter Expert (SME)
to be deployed onsite at a client location for a 3-month engagement.
The role focuses on providing
hands-on advisory, configuration guidance, and best practice consultancy
across the Company Cloud platform, enabling the client to optimize their existing environment and improve operational efficiency.
The consultant will work closely with client stakeholders, supporting configuration, troubleshooting, and knowledge transfer within the scope of
native platform capabilities
.
Technical Skills
- Strong experience with
Company Cloud / Contact Center Cloud platforms
- Hands-on expertise in:
- IVR / call flows design
- Routing and queue management
- User and role management
- Reporting and analytics
- Experience with API-based integrations
- Troubleshooting and system optimization experience
Key Deliverables
- Configuration guidance and best practice recommendations
- Optimization reports for existing setup
- Knowledge transfer sessions and documentation
- Support during testing and go-live phases
- Engagement closure handover documentation
1. Advisory & Architecture
- Provide onsite consultancy on Company Cloud architecture, design, and best practices
- Review existing environment and recommend optimizations
- Support design discussions aligned with business and operational needs
2. Configuration & Technical Guidance
- Guide configuration of native platform features including:
- Routing, queues, users, roles, and divisions
- IVR / Architect flows (standard components)
- Reporting and analytics
- Assist in testing and go-live activities
- Provide troubleshooting support for standard configurations
3. Integration Advisory
- Advise on integrations using native APIs and supported capabilities
- Support alignment with existing systems (within platform limitations)
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