[Remote] Solution Advisor, CCaaS and Contact Center Solutions

Note: The job is a remote job and is open to candidates in USA. Bluewave Technology Group is a technology advisory and sourcing partner that helps companies with complex needs acquire and manage the right IT, cloud, network, security, CX, and telecom solutions. As a Solution Advisor focused on CCaaS & Contact Center Solutions, you will lead discovery, deal support, and solution development for client engagements to improve customer experience and operational efficiency.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 5+ years of experience in a Contact Center, CCaaS, or CX technology role such as Solution Architect, Pre-Sales Engineer, Contact Center Engineer, CX Consultant, or similar
• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience
• Technical curiosity coupled with results-oriented activation energy
• Demonstrated experience designing, evaluating, and/or implementing CCaaS solutions
• Experience as a contact center operator, executive, and/or decision-maker is a strong plus
• Strong understanding of IVR, IVA, virtual agents, self-service, agent assist, and workflow automation use cases
• Experience with workforce management, quality management, interaction analytics, and reporting or BI in contact center environments
• Proven ability to lead requirements discovery with business and IT stakeholders
• Proven ability to build comparison and decision frameworks and explain trade-offs clearly
• Strong presentation skills, including the ability to present complex architectures and options to non-technical executives
• Relevant certifications, including vendor-specific CCaaS, contact center, or CX certifications
• Familiarity with AI-driven analytics and agent assist tools, including real-time transcription, summarization, coaching, and predictive CSAT capabilities
• Familiarity with security, compliance, and privacy requirements in regulated industries, including PCI, HIPAA, HITRUST, GDPR, call recording, and redaction considerations
• Familiarity with UC and collaboration ecosystems such as Microsoft Teams, Zoom, and Webex, and how they intersect with contact center environments
• Comfort building TCO and ROI models and framing the financial impact of technology decisions
• Strong proficiency in Excel and PowerPoint
• Strong written deliverable skills, including discovery workbooks, strategic blueprints, provider comparison matrices, and executive summaries

Benefits

• Full benefits package including health insurance options
• Generous 401(k) match
• Open PTO
• Paid Parental Leave

Company Overview