[Remote] Solution Advisor, CCaaS and Contact Center Solutions

Note: The job is a remote job and is open to candidates in USA. Bluewave Technology Group is a technology advisory and sourcing partner that helps companies with complex needs acquire and manage the right IT, cloud, network, security, CX, and telecom solutions. As a Solution Advisor focused on CCaaS & Contact Center Solutions, you will lead discovery, deal support, and solution development for client engagements to improve customer experience and operational efficiency.ResponsibilitiesLead structured discovery sessions with business, technology, and operations stakeholders across Contact Center, CX, IT, Security, Compliance, and FinanceAnalyze current-state environments, including contact flows, channels, workforce management, quality management, analytics, and integrations across CRM, ticketing, knowledge, and unified communications platformsIdentify pain points and constraints across people, process, technology, and customer experience outcomes such as first contact resolution, CSAT, NPS, handle time, and staffing efficiencyDevelop clear, prioritized requirements workbooks, assessment outputs, and gap analyses for CCaaS and contact center initiativesCollaborate with clients and potential suppliers to shape future-state CCaaS and contact center approaches across voice, chat, email, SMS, social, video, and in-app messaging channelsHelp define approaches for IVR, virtual agents, self-service, agent assist, workflow automation, and related AI-enabled use casesMap vendor capabilities to client requirements, including security, compliance, data residency, integration, licensing, and budget considerationsTranslate working sessions into clear solution diagrams, evaluation materials, migration approaches, and phased roadmaps that are practical for client teams to execute and useful for Bluewave teams to reuseMaintain strong working knowledge of major CCaaS and contact center platforms such as Genesys, NICE, Five9, Talkdesk, Cisco, Avaya, RingCentral, 8x8, inContact, and related providersMaintain familiarity with adjacent CX and AI ecosystem tools such as Cresta, Zenarate, Level AI, SuccessKPI, and similar platformsBuild and present vendor comparison matrices and shortlists that clearly outline functional strengths and weaknesses, architectural fit, operational complexity, roadmap alignment, and commercial considerationsSupport RFI and RFP development, response evaluation, and final recommendation presentationsAct as the primary technical and functional resource on CCaaS and contact center pursuits from early qualification through closeParticipate in client calls, workshops, and executive briefings to clarify requirements, shape opportunity strategy, and position solutions effectivelyAddress objections, risks, assumptions, and trade-offs in a clear and business-oriented wayDevelop presentation materials, solution briefs, and ROI narratives tailored to each client’s business caseContribute to and refine frameworks, questionnaires, templates, and assessment tools for CCaaS and contact center engagementsHelp create repeatable processes, artifacts, and deliverables that strengthen Bluewave’s ability to scale high-quality work across the teamTrack market trends in CX, AI, self-service, workforce management, and customer journey orchestration, and translate them into practical guidance for clients and internal teamsDeliver internal training and enablement for Sales, Client Success, and fellow Solution Advisors on CCaaS fundamentals, vendor landscape, and opportunity qualificationHelp author internal guides, playbooks, best practices, and customer-facing decision frameworksSkills5+ years of experience in a Contact Center, CCaaS, or CX technology role such as Solution Architect, Pre-Sales Engineer, Contact Center Engineer, CX Consultant, or similarBachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experienceTechnical curiosity coupled with results-oriented activation energyDemonstrated experience designing, evaluating, and/or implementing CCaaS solutionsExperience as a contact center operator, executive, and/or decision-maker is a strong plusStrong understanding of IVR, IVA, virtual agents, self-service, agent assist, and workflow automation use casesExperience with workforce management, quality management, interaction analytics, and reporting or BI in contact center environmentsProven ability to lead requirements discovery with business and IT stakeholdersProven ability to build comparison and decision frameworks and explain trade-offs clearlyStrong presentation skills, including the ability to present complex architectures and options to non-technical executivesRelevant certifications, including vendor-specific CCaaS, contact center, or CX certificationsFamiliarity with AI-driven analytics and agent assist tools, including real-time transcription, summarization, coaching, and predictive CSAT capabilitiesFamiliarity with security, compliance, and privacy requirements in regulated industries, including PCI, HIPAA, HITRUST, GDPR, call recording, and redaction considerationsFamiliarity with UC and collaboration ecosystems such as Microsoft Teams, Zoom, and Webex, and how they intersect with contact center environmentsComfort building TCO and ROI models and framing the financial impact of technology decisionsStrong proficiency in Excel and PowerPointStrong written deliverable skills, including discovery workbooks, strategic blueprints, provider comparison matrices, and executive summariesBenefitsFull benefits package including health insurance optionsGenerous 401(k) matchOpen PTOPaid Parental LeaveCompany OverviewBluewave is an advisory and sourcing partner transforming how companies acquire and manage technology solutions. It was founded in 2016, and is headquartered in Parsippany, New Jersey, USA, with a workforce of 51-200 employees. Its website is https://bluewave.net.