Senior Technical Consultant

Senior Technical Consultant

Responsibilities:

• Lead end-to-end delivery of contact centre solutions (IVR, routing, integrations), from requirements gathering and customer engagement through to design, implementation, and technical discussions.
• Architect and integrate scalable solutions with CRM/enterprise systems (e.g., Salesforce, ServiceNow), translating business needs into maintainable architectures.
• Develop, deploy, and optimise AI/GenAI capabilities (bots, agent assist, call summarisation, RAG, sentiment, transcription, automation).
• Troubleshoot complex issues across contact flows, integrations, AI components, and cloud services.
• Drive testing (SIT/UAT), ensure solution quality, and support go-live and hypercare phases.
• Mentor junior consultants and developers, providing guidance on best practices
• Contribute to reusable assets, frameworks, and internal capability building

Requirements:

• Bachelor’s degree in Computer Science, Information Technology or a related field
• 3–5 years of experience in cloud, contact centre, or customer experience platforms
• Hands-on experience with cloud-based contact centre or telephony platforms, such as:
• Amazon Connect
• Genesys Cloud CX
• Cisco Contact Centre
• Five9 (or similar)
• Experience in GenAI / LLM solutions (prompt engineering, chatbots, RAG) and system integration (APIs, serverless, middleware).
• Strong understanding of contact centre concepts (IVR, routing, queues, SLAs, reporting).
• Customer-facing experience in consulting or delivery roles, with programming proficiency (e.g., Python, Node.js, C# .NET).Strong problem-solving skills with the ability to work independently
• Excellent communication and stakeholder management skills

Interested candidates, please click on the following link to begin your job search journey and submit your curriculum vitae (CV) directly through the official PERSOL job application platform - GO.

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