About the Role We are seeking a highly skilled and experienced Senior Solutions Consultant with deep expertise in Contact Center as a Service (CCaaS) technologies to lead complex, enterprise-level implementations. This role is both strategic and hands-on, working with our clients to design, deploy, and optimize cloud-based contact center solutions that align with their unique business goals.
Key Responsibilities - Lead CCaaS Implementations: Own the end-to-end solution delivery lifecycle from discovery to go-live, ensuring alignment with customer goals and technical requirements.
- Solution Design & Architecture: Translate business needs into scalable CCaaS architectures, including call flows, IVR design, ACD configurations, routing logic, and integrations.
- Client Engagement: Act as the primary technical liaison during the implementation phase, facilitating workshops, training sessions, and technical deep dives.
- Integration Expertise: Design and support integrations with CRM systems (e.g., Salesforce, Dynamics), workforce engagement tools, analytics platforms, and custom APIs.
- Stakeholder Collaboration: Work closely with sales, product, engineering, and support teams to ensure a seamless client experience and to influence roadmap priorities.
- Technical Leadership: Mentor junior consultants, contribute to best practices documentation, and drive continuous improvement in delivery methodologies.
- Troubleshooting & Optimization: Proactively identify risks, resolve complex configuration issues, and fine-tune solutions for performance and usability.
Qualifications - 5+ years of experience in solutions consulting, professional services, or technical implementation roles.
- 3+ years specifically implementing CCaaS platforms (e.g., Genesys Cloud, NICE CXone, Five9, Amazon Connect, Talkdesk, or similar).
- Strong knowledge of telephony, SIP, VoIP, IVR/IVA design, routing strategies, and call recording.
- Experience with REST APIs, data mapping, and middleware tools.
- Familiarity with CRM platforms and integration strategies (Salesforce, Zendesk, ServiceNow).
- Excellent communication, presentation, and stakeholder management skills.
- Strong project leadership experience in an agile or hybrid delivery environment.
- Preferred: CCaaS vendor certifications, PMP or similar project management certification.
Nice to Have - Experience in AI-driven contact center features (e.g., bots, NLP, real-time analytics).
- Background in workforce engagement management (WFM, QM, etc.).
- Scripting or light coding skills (JavaScript, Python, SQL) for custom configurations.
- Global implementation experience and multi-language support strategies.
BENEFITS - Company subsidized Medical, Dental, and Vision Care benefits
- HSA Plan
- Short-term and Long-term Disability
- Company-paid AD&D and Life Insurance
- Competitive Pay
- 401k plan
- Unlimited PTO
- Flexible and innovative work environment
Bridgepointe Technologies, LLC is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
For more information, please send an email to , or visit to learn more about Bridgepointe.
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