Company: Contactstream CX Services Private Limited

Job Overview

The CCaaS Implementation Consultant ensures Contactstream CX Services Private Limited customers receive an exceptional onboarding experience and maximum value by effectively deploying CCaaS solutions based on customer use cases, industry standards, and best practices.

This role acts as the day-to-day point of contact and internal escalation partner for clients, ensuring optimal platform performance, functionality, enhancements, and configurations while supporting operational excellence.

What You Will Do

• • Configure CCaaS products for various brands and industries while maintaining high standards of quality and delivery
  • Continuously learn and collaborate with teams to develop and improve best practices for product configuration
  • Work closely with internal teams to understand product adoption and establish standard practices to enhance customer usage
  • Apply expertise in business analysis, functional specifications, system design, platform configuration, testing, and training
  • Provide social insights and recommendations to support clients’ business objectives
  • Design and configure Contactstream CX Services Private Limited  aligned with client requirements and platform best practices
  • Conduct platform health checks for existing customers and recommend upgrades or improvements
  • Ensure client users are properly trained during onboarding and build strong, trust-based relationships with client champions
  • Execute platform deployments while anticipating future client needs and business requirements
  • Provide consulting advice across different phases of project implementation.

What Makes You Qualified

• • Strong analytical and problem-solving abilities
  • Excellent written and verbal communication skills
  • Ability to deeply analyze systems and processes to resolve customer challenges
  • Quick learner with the ability to acquire new technical skills rapidly
  • Self-motivated with strong ownership and initiative
  • Comfortable working in a fast-paced, highly collaborative environment
  • Customer-focused, enthusiastic, and professional approach
  • Strong listening skills to understand customer value and requirements
  • Passion for solving client challenges and delivering exceptional customer experiences
  • Willingness to support customers across multiple time zones
  • Business-level English proficiency (mandatory).

Technical Skills

(Candidate must have experience in at least one of the following)

• • 2+ years of experience deploying Voice and Non-Voice Contact Center solutions (e.g., Genesys Engage, Amazon Connect, Cisco Webex Contact Center, RingCentral, etc.)
  • Strong knowledge of Voice protocols: TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing
  • Experience with CTI or Voice Recording solutions
  • Hands-on experience with VoIP, Dialers, ACD, IVR, and SBC
  • Understanding of video conferencing, instant messaging, voicemail, DID, carriers, SIP, and VoIP technologies
  • Knowledge of UCaaS, CPaaS platforms, cloud technologies, contact center integrations, and analysis tools (e.g., Wireshark)
  • Familiarity with Salesforce Service Cloud or similar CRM, knowledge base systems, and customer portals
  • Experience with telecom and call center integrations, including SIP and RTP-level interactions
  • Working knowledge of Groovy and JavaScript.

You Know You’re Successful When

• • You consistently deliver value with a strong customer-obsessed mindset
  • You adapt quickly and perform effectively in ambiguous or rapidly changing environments
  • You manage multiple assignments efficiently while meeting tight deadlines.

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