*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

*This position is not open to candidates in: California, Massachusetts, New York, New Jersey, Oregon, Connecticut, Minnesota, Colorado

Curious? Join the InsiteJourney!

Full-Time, Up to 50% Travel

Living location requirements: Must currently be located in Dallas, Atlanta, a max of 3-hour commute to HQ (I.E. Orlando, Tampa, Fort Lauderdale, Naples, Lakeland, Winter Haven, Bradenton, Miami, etc.), or willing to relocate to Cape Coral with a relocation package

Why join Insite? 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date). We also offer rotating employee events and activities, Hawaiian Fridays, and employee celebrations!

Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!

As a Senior CCaaS Consultant within Insite’s Technology Practice, you will help clients solve complex contact center technology challenges and guide them through critical technology decisions and transformations. This role combines deep platform expertise with practical contact center knowledge to ensure technology investments translate into real operational outcomes.

You will work closely with client leadership to assess current technology environments, identify improvement opportunities, and provide clear recommendations on platform capabilities, system design, and implementation strategy. This work spans platform evaluations, RFP support, migrations, system optimization, and IVR architecture. Success in this role requires the ability to translate technical details into practical guidance for operational leaders. You will operate as both an advisor and practitioner, helping clients select, design, and implement CCaaS solutions that improve performance, scalability, and customer experience while expanding our technology service.

How you can be Exceptional in this role:

• Conduct assessments of contact center technology environments including routing, IVR, Integrations, reporting, and platform configuration
• Advise clients on CCaaS platform capabilities, vendor selection, and technology strategy
• Support platform evaluations, RFP processes, and vendor comparisons across leading Tech providers to grow our technology service
• Lead or support CCaaS migrations and implementations ensuring alignment between system design and operational requirements
• Partner with internal consultants and client teams to design and document IVR flows, routing logic, and system architecture that support client goals and sustainable technology solutions
• Analyze platform performance and reporting to identify optimization opportunities
• Translate technical findings into clear recommendations and executive-ready insights
• Support multiple client engagements while maintaining strong organization and delivery discipline

How you will help us Succeed together:

• 5+ years of experience in BPO operations and Contact Center Technology
• Expertise in one or more leading CCaaS platforms such as NICE CXOne, Genesys, Five9, or RingCentral
• Demonstrated ability to assess systems, identify root causes, and recommend technology solutions
• Experience supporting or leading platform implementations, migrations, or technology transformations
• Hands on experience with IVR design, routing strategies, reporting, and contact center performance metrics
• Ability to communicate complex technical concepts to operational and executive stakeholders
• Strong analytical and documentation skills with proficiency in Microsoft Visio, PowerPoint, and Excel

How you can Stand out:

• Experience supporting CCaaS vendor evaluations or technology RFP processes
• Six Sigma or other process improvement methodology experience
• Experience working within consulting, advisory, or transformation-focused environments
• Demonstrated curiosity around emerging contact center technologies, including AI-driven automation, virtual agents, and evolving CCaaS capabilities