Job Description
Job Description
*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
*This position is not open to candidates in: California, Massachusetts, New York, New Jersey, Oregon, Connecticut, Minnesota, Colorado
Curious? Join the Insite Journey!
Full-Time, In Office 1336 SE 47th St, Cape Coral, FL 33904 OR Dallas, TX, OR Atlanta, GA, Up to 50% Travel
Why join Insite? 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date). We also offer rotating employee events and activities, Hawaiian Fridays, and employee celebrations!
Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!
As a CCaaS Consultant within Insite's Technology Practice, you'll help clients design, implement, and optimize modern contact center solutions. You'll work hands-on with multiple CCaaS platforms to configure solutions, support migrations, improve existing environments, and solve complex technical challenges. In this role you'll partner closely with clients to understand their goals, recommend the right approach, and deliver technology solutions that improve customer experience, agent performance, and business results.
How you can be Exceptional in this role:
- Assess, configure, and optimize contact center technology environments, including IVR, routing, integrations, reporting, and platform configuration
- Design and implement CCaaS solutions while advising clients on platform capabilities, architecture, vendor selection, and technology strategy
- Lead and support platform evaluations, RFPs, implementations, migrations, upgrades, and optimization initiatives
- Design, build, configure, and document IVR applications, routing logic, call flows, and omnichannel customer experiences
- Configure, validate, and support integrations with CRM, WFM, QA, AI, and third-party applications
- Monitor, troubleshoot, and optimize platform performance to improve customer and agent experiences
- Present technical findings and recommendations to operational and executive stakeholders
- Collaborate with internal consultants, implementation teams, and client stakeholders to deliver scalable, sustainable solutions
- Manage multiple client engagements while maintaining strong organization and delivery discipline
How you will help us Succeed together:
- 5+ years of experience in contact center operations, CCaaS technology, consulting, professional services, or BPO environments
- Hands-on experience implementing, configuring, administering, or optimizing enterprise CCaaS platforms
- Experience with one or more leading CCaaS platforms, including Five9, NICE CXone, Genesys Cloud, RingCentral, or similar technologies
- Experience designing and configuring IVRs, routing strategies, queues, skills, digital channels, reporting, and platform integrations
- Experience supporting or leading CCaaS implementations, migrations, upgrades, and technology transformations
- Ability to assess business requirements and translate them into scalable technology solutions
- Strong troubleshooting, analytical, documentation, communication, and presentation skills
- Proficiency with PowerPoint and Excel
How you can Stand out:
- Experience supporting technology assessments, vendor evaluations, or RFP processes
- Experience in consulting, advisory, or digital transformation environments
- Knowledge of AI-enabled customer experience technologies, including conversational AI, virtual agents, agent assist, and automation
- Lean, Six Sigma, or other process improvement certification or applied experience
Equal Opportunity Employer M/F/D/V