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About the Role

As a Senior Consultant CCaaS - Contact Center as a Service (m/f/d), you will shape the future of customer contact as a consultant and implementer. You will combine strategic consulting expertise with hands-on implementation experience in CCaaS projects, operating in an innovative technology field where AI is currently shaping modern customer experience solutions.

Responsibilities

• Develop holistic contact center strategies, target architectures, and CCaaS roadmaps aligned with customer business, service, and IT goals.
• Lead market evaluations, RFI/RFP processes, and vendor comparisons, including management and business case preparation.
• Conceive cloud and migration strategies for transitioning from legacy systems to modern CCaaS platforms.
• Advise business units, IT, and management on operating models, governance, enablement, and organizational transformation.
• Contribute to proposals, presales, studies, and white papers, and actively develop the CCaaS consulting portfolio.

Requirements

• Completed degree in (Business) Informatics, Economics, Telecommunications Engineering, or a comparable field.
• 2-5 years of relevant professional experience in CCaaS consulting, contact center technology, or digital CX transformation.
• Proven project experience in CCaaS migrations, CCaaS implementations, or vendor selection processes (RFP/RFI).
• Focus experience with Genesys (Genesys Cloud CX, Genesys Engage, or PureConnect).
• General understanding of cloud-native architectures, API integrations, and interface management.
• Strong ability to identify and critically evaluate AI potentials for innovative solutions, provide sound recommendations, and deliver measurable customer value.

Skills

• CCaaS Consulting
• Contact Center Technology
• Digital CX Transformation
• CCaaS Migrations
• CCaaS Implementations
• Vendor Selection (RFP/RFI)
• Genesys Cloud CX
• Genesys Engage
• PureConnect
• Cloud-Native Architectures
• API Integrations
• Interface Management
• AI Potential Identification
• Strategic Consulting
• Hands-on Implementation

Location

• Berlin
• Düsseldorf
• Frankfurt (Main)
• Hamburg
• Hannover
• Köln
• München
• Stuttgart

Work Type

• Mobile Working
• EU Remote Working
• Full-time

Experience Level

• Senior

Education Level

• Degree in (Business) Informatics, Economics, Telecommunications Engineering, or a comparable field

Benefits

• Best-in-class training at Deloitte University and individual qualification programs
• Comprehensive development opportunities through structured career planning, inclusive leadership, secondment programs, project-based job rotation, and social engagement support
• Work-life balance through mobile working & part-time, sabbaticals, and family services
• Health & fitness focus with regular health days, fitness provider collaborations, and support for sports and team events
• Attractive employer benefits including bike and car leasing, company smartphone for private use, and flexible working models like trust-based working hours
• Diverse design spaces and active promotion of an inclusive corporate culture

About the Company

• We support well-known companies in their digital transformation to sustainably promote their growth.
• Our team improves customer relationships through impressive experiences and leading digital solutions.

Equal Opportunity

• Equal opportunities for all: We look forward to receiving applications from people who are as diverse as we are – irrespective of age, disability, ethnic origin and nationality, gender, religion, sexual identity or social background.