Solution Advisor, CCaaS and Contact Center Solutions
Client Discovery and Assessment
You will lead structured discovery sessions with business, technology, and operations stakeholders across Contact Center, CX, IT, Security, Compliance, and Finance. Analyze current-state environments, including contact flows, channels, workforce management, quality management, analytics, and integrations across CRM, ticketing, knowledge, and unified communications platforms. Identify pain points and constraints across people, process, technology, and customer experience outcomes such as first contact resolution, CSAT, NPS, handle time, and staffing efficiency. Develop clear, prioritized requirements workbooks, assessment outputs, and gap analyses for CCaaS and contact center initiatives.
Solution Architecture and Design
Collaborate with clients and potential suppliers to shape future-state CCaaS and contact center approaches across voice, chat, email, SMS, social, video, and in-app messaging channels. Help define approaches for IVR, virtual agents, self-service, agent assist, workflow automation, and related AI-enabled use cases. Map vendor capabilities to client requirements, including security, compliance, data residency, integration, licensing, and budget considerations. Translate working sessions into clear solution diagrams, evaluation materials, migration approaches, and phased roadmaps that are practical for client teams to execute and useful for Bluewave teams to reuse.
Vendor Evaluation and Comparative Analysis
Maintain strong working knowledge of major CCaaS and contact center platforms such as Genesys, NICE, Five9, Talkdesk, Cisco, Avaya, RingCentral, 8x8, inContact, and related providers. Maintain familiarity with adjacent CX and AI ecosystem tools such as Cresta, Zenarate, Level AI, SuccessKPI, and similar platforms. Build and present vendor comparison matrices and shortlists that clearly outline functional strengths and weaknesses, architectural fit, operational complexity, roadmap alignment, and commercial considerations. Support RFI and RFP development, response evaluation, and final recommendation presentations.
Sales Enablement and Deal Support
Act as the primary technical and functional resource on CCaaS and contact center pursuits from early qualification through close. Participate in client calls, workshops, and executive briefings to clarify requirements, shape opportunity strategy, and position solutions effectively. Address objections, risks, assumptions, and trade-offs in a clear and business-oriented way. Develop presentation materials, solution briefs, and ROI narratives tailored to each client's business case.
Thought Leadership and Practice Development
Contribute to and refine frameworks, questionnaires, templates, and assessment tools for CCaaS and contact center engagements. Help create repeatable processes, artifacts, and deliverables that strengthen Bluewave's ability to scale high-quality work across the team. Track market trends in CX, AI, self-service, workforce management, and customer journey orchestration, and translate them into practical guidance for clients and internal teams. Deliver internal training and enablement for Sales, Client Success, and fellow Solution Advisors on CCaaS fundamentals, vendor landscape, and opportunity qualification. Help author internal guides, playbooks, best practices, and customer-facing decision frameworks.