Cloud Consultant
Join Onecom as a Cloud Consultant to design and implement enterprise‑class customer experience solutions using Five9 and Zoom Contact Center, with advanced AI capabilities.
Key Responsibilities
* Lead discovery sessions with enterprise stakeholders to capture CX strategy and workflows.
* Design multi‑channel CCaaS solutions using Five9 and Zoom, recommending optimal mixes.
* Translate complex business challenges (e.g., high AHT, resource under‑utilisation) into actionable architecture.
* Design and advise on integration of Workforce Management (WFM) solutions (Calabrio, Nice, Verint).
* Consult on scheduling, forecasting, quality management, and analytics to drive efficiency and agent experience.
* Ensure CCaaS designs support accurate WFM forecasting and adherence tracking.
* Architect AI deployments (IVA, Agent Assist, predictive routing).
* Develop automation strategies to improve self‑service and agent productivity.
* Produce architectural documentation, design specifications, and scope of work (SOWs).
* Act as a CCaaS/WFM subject‑matter expert during implementation, ensuring alignment with strategic design.
Qualifications
* 5+ years in consulting, solutions architecture, or professional services focused on contact centre technology.
* Expert‑level design and deployment experience in Five9 and/or Zoom Contact Centre.
* Strong WFM expertise (Calabrio or similar).
* Deep understanding of Contact Centre Operations (CCO) and CX strategy (FCR, AHT, NPS, Occupancy, Service Level).
* Practical experience applying AI and automation within CCaaS platforms.
* Proven track record advising enterprise‑class customers, with strong executive‑level communication skills.
* Technical background in cloud telephony (SIP, VoIP), APIs, and integration with CRM/ERP systems.
Perks for our People
* Holidays: 25 days + bank holidays and buy/sell options
* Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
* EV Scheme: Lease a brand‑new electric car
* Lifestyle: 9% combined pension contribution and 4x salary life assurance
* Rewards: Quarterly and annual employee awards, discounts on tech
* Socials: All‑expenses‑paid company events
* Development: In‑House Training Academy
* Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye‑care vouchers, financial wellbeing support
Who we are
Onecom is an award‑winning provider of Communication Technology, trusted by UK organisations to deliver simply brilliant customer experiences.
ED&I
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Seniority level
Not Applicable
Employment type
Full‑time
Job function
Engineering and Information Technology
Industries
Telecommunications
#J-18808-Ljbffr