Cloud CCaaS Architect: Five9/Zoom, AI & WFM Expert

Onecom; United Kingdom; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading Communication Technology provider in the United Kingdom is seeking a Cloud Consultant to optimize and implement customer experience solutions. The ideal candidate will have expertise in Five9 and Zoom Contact Centers, alongside strong knowledge in Workforce Management tools. Key responsibilities include designing CCaaS solutions, integrating AI for automation, and leading discussions with enterprise stakeholders. This hybrid role offers competitive salary and vast employee perks including a comprehensive wellness suite.

Benefits

25 days holiday + bank holidays

Birthday day off

Flexible paid hours

EV Scheme

9% combined pension contribution

Quarterly and annual awards

Development through In-House Training Academy

24/7 access to mental health support

Qualifications

• 5+ years in consulting or professional services focused on contact center technology.
• Expert design and deployment experience in Five9 and/or Zoom Contact Center.
• Strong WFM expertise with Calabrio or similar tools.
• Understanding of CX strategy metrics like AHT and NPS.

Responsibilities

• Lead discovery sessions to capture CX strategy and workflows.
• Design multi-channel CCaaS solutions using Five9 and Zoom.
• Consult on scheduling and forecasting to drive efficiency.

Skills

Cloud Contact Center expertise

Five9

Zoom Contact Center

Workforce Management (WFM)

AI capabilities

Executive-level communication skills

Understanding of Contact Centre Operations

Tools

Calabrio

SIP

VoIP

CRM/ERP integration

Job description

A leading Communication Technology provider in the United Kingdom is seeking a Cloud Consultant to optimize and implement customer experience solutions. The ideal candidate will have expertise in Five9 and Zoom Contact Centers, alongside strong knowledge in Workforce Management tools. Key responsibilities include designing CCaaS solutions, integrating AI for automation, and leading discussions with enterprise stakeholders. This hybrid role offers competitive salary and vast employee perks including a comprehensive wellness suite.