CCaaS Consultant

About

We are looking for an expert in call center topics and a CCaaS consultant to support the design, optimization, and digitalization of a service and contact center landscape. The focus is on strategic target state support, starting from requirements gathering, through vendor selection, to agile implementation and the further development of AI solutions in customer service.

Key Facts

• Start: 01.06.2026
• Duration: Not known
• Utilization: 89%
• Type of Assignment:
• Location: Wiesbaden
• Country: Germany

Your Responsibilities

• Taking responsibility for professional business analysis and delivering functional increments within agile Scrum teams
• Conducting a company-wide impact analysis and determining and preparing the current state
• Developing solution scenarios and creating decision proposals, including pro and con analyses
• Describing the business and technical target state and deriving concrete specifications for implementation
• Analyzing existing problems, opportunities, performance potentials, and competence gaps in the contact center environment
• Defining project goals, creating business cases, and determining and specifying stakeholder requirements
• Modeling and content verification of requirements to ensure documentation quality
• Validating and prioritizing requirements in close coordination with business stakeholders
• Designing solution approaches and checking the conformity of implemented solutions with the defined target specifications
• Consulting on vendor selection and providing functional support for agile implementation
• Actively contributing to the further development of the AI portfolio in the customer service area

Must-Have Requirements

• Knowledge in voice and non-voice routing
• Experience in consulting business departments
• Experience in operating business-critical applications with more than 1000 users
• Experience in automating complex configuration deployments in SaaS solutions
• Experience in coordinating and managing internal departments and external service providers
• Industry experience in customer service for banks or insurance companies
• Extensive experience with contact center platforms (e.g., IP-Dynamics, Genesys, Avaya, Cisco, NICEinContact, Five9, Aspect, Amazon Connect, MS Teams Phone, Unify, Mitel)
• In-depth knowledge of ACD, IVR, dialers, voice portals, and omnichannel solutions (telephone, email, chat, social media)
• Experience in cloud environments (Azure, AWS) and specific CCaaS platforms
• Sound knowledge in business analysis and in creating agile stories in the contact center environment
• Experience in conducting cross-provider selection processes, including the creation of decision proposals

Nice-to-Have Requirements

• Experience in contributing to AI portfolios in the customer service area

Further Information

The work is carried out in a hybrid work model with on-site components (15 PT) and remote (100 PT).

Let’s power the future together

From business case to implementation: As a leading consulting firm for strategic transformations, we are a trusted partner for our clients – and for our employees. Responsible, high-performing, and always with a focus on people. #WeAreWavestone

With our 360° portfolio of consulting services, we combine first-class industry expertise with a broad spectrum of cross-industry competencies, work interdisciplinarily, and think outside the box. We can thus offer our partner companies and freelancers comprehensive perspectives within our own projects and support them as a long-term framework agreement partner in filling project vacancies – promptly and directly.

We look forward to hearing from you!

Your direct contact at Wavestone

Emira Bucan

Phone: -

Email: emira.bucan@wavestone.eu