Job Description

Join our Team as a Cloud Consultant!

Location: Hybrid

Salary: Competitive

Hours: Monday-Friday 09:00-17:30

About the role:

We are seeking a dynamic and highly specialised

Cloud Contact Center (CCaaS) Consultant

to design and implement enterprise-class customer experience (CX) solutions.


This role requires deep expertise in

Five9

and

Zoom Contact Center

, alongside strong knowledge of

Workforce Management (WFM)

tools such as

Calabrio

, and advanced

AI capabilities

.


As a strategic partner to our clients, you will architect solutions that align with CX business objectives, maximise operational efficiency, and reduce customer pain points through optimisation and intelligent automation.

What makes you a great fit:

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

(both highly desirable). 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.

Key responsibilities:

Multi-Platform Strategic Design & CX Alignment

+ 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 underutilisation) into actionable architecture.

WFM & Operational Optimisation

+ Design and advise on integration of WFM solutions (Calabrio, Nice, Verint).
+ Consult on scheduling, forecasting, QM, and analytics to drive efficiency and agent experience.
+ Ensure CCaaS designs support accurate WFM forecasting and adherence tracking

AI & Automation Integration

+ Architect AI deployments (IVA, Agent Assist, predictive routing).
+ Develop automation strategies to improve self-service and agent productivity.

Solution Documentation & Project Enablement

+ Produce architectural documentation, design specifications, and scope of work (SOWs).
+ Act as CCaaS/WFM SME during implementation, ensuring alignment with strategic design.

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.