We are TeKnowledge, where people lead, and tech empowers. In an ever-evolving technological landscape, standing still is not an option. That’s why at TeKnowledge, we don’t just adapt to change—we ignite it.

We provide expert technology services for AI, Customer Experience and Cybersecurity.

We catalyze innovation at every turn, sparking continuous evolution that drives progress and empowers our clients to lead the way in their industries. We focus on what truly matters: creating lasting, scalable change that drives meaningful progress for our customers, our people, and our company.

We're seeking a highly skilled and experienced CCaaS (Contact Center as a Service) Implementation Specialist to lead the deployment and configuration of CCaaS solutions for our clients. This role demands strong technical knowledge of cloud communication platforms and contact center technologies. As a key player, you will collaborate with cross-functional teams to ensure successful implementation, seamless integration, and exceptional client experiences.

Responsibilities:

• Lead end-to-end implementation of CCaaS solutions, including design, configuration, testing, and deployment.
• Collaborate with clients to gather requirements, assess business needs, and translate them into technical solutions.
• Provide technical expertise and consultation on CCaaS platforms and related technologies.
• Customize and integrate CCaaS solutions with third-party applications, CRM systems, and other enterprise platforms.
• Conduct training sessions and knowledge transfer to client teams to ensure successful adoption.
• Troubleshoot technical issues and provide post-implementation support.
• Document implementation processes, configurations, and best practices.
• Ensure projects are delivered on time, within scope, and aligned with client expectations.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience implementing cloud communication solutions, preferably in a CCaaS or UCaaS environment.
• Strong knowledge of contact center technologies such as IVR, call routing, workforce management, and reporting tools.
• In-depth knowledge of CX platforms such as Genesys and Microsoft, including CCaaS and CPaaS solutions.
• Experience with API integrations and scripting.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and client management abilities.
• Ability to work collaboratively with cross-functional teams and clients.

Preferred Qualifications:

• Experience in the telecommunications or contact center industry.
• Knowledge of AI-powered customer service technologies.
• Experience with Genesys AI-driven CX and contact center solutions including Genesys Cloud CX, Genesys Cloud EX, and App Foundry Marketplace.
• Familiarity with ITIL practices and service management frameworks.
• Experience working in a consulting or professional services environment.
• Relevant certifications in CCaaS platforms.