CCaaS Consulting Executive Leader

2 weeks ago

Manila, National Capital Region, Philippines JMR Global | Executive Search Full time

We are seeking a
CCaaS Consulting Executive Leader
to drive the design, implementation, and optimization of
modern cloud-based contact center solutions
for large, complex enterprise clients.

This role requires hands-on, multi-platform CCaaS experience. While expertise in Genesys is highly valued, we are specifically looking for leaders with exposure to multiple CCaaS platforms such as Five9, RingCentral, NICE CXone, Sprinklr, and similar solutions. This enables objective, platform-agnostic advisory and the ability to architect best-fit solutions aligned to business outcomes.

You will partner closely with senior business stakeholders, technology teams, and vendors to deliver scalable, secure, and omnichannel customer experience transformations across voice and digital channels.

Key Responsibilities:

  • Lead end-to-end contact center transformation engagements, from assessment and solution design through implementation and optimization
  • Analyze client requirements and recommend CCaaS solutions across cloud, hybrid, and on-prem environments
  • Design and implement omnichannel customer journeys (voice, chat, email, messaging, social)
  • Act as a trusted advisor to clients on platform selection, architecture, and CCaaS best practices
  • Lead or support RFPs, RFIs, and business proposals, working with internal teams and technology partners

Qualifications:

  • 10+ years of strong CCaaS implementation and consulting background
  • Hands-on experience with multiple CCaaS platforms, such as: (Genesys, Nice CXone, Amazon Connect, Five9, Ringcentral, Sprinklr, etc.
    --
    Experience does not need to cover all platforms, but must include more than one)
  • Experience designing omnichannel routing, IVR/self-service, and customer journey orchestration
  • Ability to translate business requirements into scalable technical solutions
  • Experience working in consulting, professional services, or large enterprise environments

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