Solution Advisor, CCaaS and Contact Center Solutions

Job Summary

Lead discovery, deal support, and solution development for client engagements focused on Contact Center as a Service (CCaaS) and related CX, EX, and AI solutions. Partner with Sales, Client Success, Delivery, clients, and strategic technology partners to translate business objectives into practical solution paths and executable roadmaps.

Responsibilities

• Lead structured discovery sessions with 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.
• Develop prioritized requirements workbooks, assessment outputs, and gap analyses.
• Collaborate to shape future-state CCaaS approaches across voice, chat, email, SMS, social, video, and in-app messaging.
• Define approaches for IVR, virtual agents, self-service, agent assist, workflow automation, and AI-enabled use cases.
• Map vendor capabilities to client requirements, including security, compliance, data residency, integration, licensing, and budget.
• Create solution diagrams, evaluation materials, migration approaches, and phased roadmaps.
• Build and present vendor comparison matrices and shortlists.
• Support RFI/RFP development, response evaluation, and final recommendations.
• Build and present presentation materials, solution briefs, and ROI narratives.
• Contribute to frameworks, questionnaires, templates, and assessment tools.
• Track market trends and deliver internal training on CCaaS fundamentals.

Qualifications

• Experience: 5+ years in Contact Center, CCaaS, or CX technology role (Solution Architect, Pre-Sales Engineer, Contact Center Engineer, CX Consultant, etc.).
• Education: Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.
• Demonstrated experience designing, evaluating, and/or implementing CCaaS solutions.
• Strong understanding of IVR, IVA, virtual agents, self-service, agent assist, and workflow automation.
• Experience with workforce management, quality management, interaction analytics, and reporting in contact centers.
• Proven ability to lead requirements discovery and build comparison/decision frameworks.
• Strong presentation skills for non-technical executives.

Preferred Qualifications

• Relevant CCaaS or CX certifications.
• Familiarity with AI-driven analytics and agent assist tools.
• Knowledge of security, compliance, and privacy requirements (PCI, HIPAA, HITRUST, GDPR).
• Familiarity with UC ecosystems (Microsoft Teams, Zoom, Webex).
• Experience building TCO and ROI models.
• Proficiency in Excel and PowerPoint.
• Strong written deliverable skills.

Pay

Annual Base Salary: $110,000 - $140,000
Annual Commission Potential: $20,000 - $50,000
Annual On-Target Earnings: $130,000 - $190,000

Benefits

Full benefits package including health insurance options, generous 401(k) match, Open PTO, Paid Parental Leave, and more.

Note

No work visa sponsorship is available for this position. Bluewave is an E-Verify employer.