Senior Consultant - Omnichannel

Overview

Our client is seeking a dynamic and experienced Senior Technical Consultant (Omnichannel Contact Center) to join their consulting team. This role focuses on solution design, implementation, and optimisation of contact center technologies across voice, chat, email, messaging, and digital channels. Ideal for Solution Consultants, Technical Consultants, or System Analysts who enjoys solving technical problems, driving digital transformation, and working directly with enterprise clients.

Responsibilities

• Participate in requirement workshops and support solution design for omnichannel contact center projects
• Implement and configure CCaaS solutions
• Develop routing flows, IVR, chat workflows, and omnichannel interaction journeys
• Integrate CCaaS with CRM platforms such as Salesforce, Dynamics 365, ServiceNow
• Prepare documentation, technical specifications, and testing plans
• Support migration, cutover, UAT, and post‑launch optimisation
• Collaborate with internal teams, business stakeholders, and external vendors
• Stay updated with customer experience technologies, conversational AI, and automation trends

Qualifications

• Bachelor's degree in Information Systems, Business Administration, or a related field. 
• Minimum of 5 years of experience as a consultant or related role with a strong focus on omnichannel strategy, call center analytics, and migration planning.
• Experience in solution architecture is a plus, but not mandatory.
• Knowledge of IVR, Omnichannel workflows, or call centre operations is a MUST. 
• Experience with CRM, SaaS, and ERP solutions.
• Experience in system integration with CRMs (Salesforce / Dynamics / ServiceNow) is an advantage.
• Understanding of cloud technologies (AWS/Azure) or API/JSON is a plus.
• Strong proficiency in customer journey mapping, interaction flow design, analyzing customer service KPIs, and process design.
• Proven capability to build strong relationships, foster collaboration, and manage expectations with internal and external stakeholders at different levels.
• Exceptional problem-solving ability grounded in data analysis and critical thinking.
• Demonstrated experience in leading discovery and requirements workshops, with exceptional written and verbal communication skills in both English and Chinese.