CCaaS Professional Services Consultant (GB)

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions.

As we grow, we are building a pioneering Digital Services organization, and we’re looking for exceptional talent to join our Professional Services – CcaaS team.

This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the CCaaS space!

If you’re passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you!

Why You’ll Love This Role:

�� Be at the forefront of CX transformation, working with leading CCaaS technologies, specially Genesys delivery.

�� Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment

�� Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results

�� Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills

�� Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills

Key responsibilities

As a Professional Services Consultant- CCaaS, you will lead solution implementations and ensure the success of our client projects from start to finish.

Your key responsibilities will include:

Managing all stages of the implementation lifecycle, from Project Inception to Solution Design, Solution Build, UAT, Training, Business Readiness & Deployment, and Post-Implementation Support Engaging proactively with key project stakeholders, including Clients, Operations, and Technical Teams—adapting communication methods to different audiences for seamless collaboration Managing a portfolio of projects and ensuring all projects adhere to timelines and budgets Identifying, managing, and mitigating project risks to ensure successful delivery Fostering strong relationships with both internal teams and client organizations to ensure project success Ensuring smooth handover to support and run teams for long-term service delivery and customer satisfaction

Experience needed:

Experience in Project Management and Business Analysis—with a proven track record of delivering medium/ large-scale delivery implementations with minimum 5 years of experience. Strong expertise in Genesys/ CX-one (other platforms are a plus) Excellent communication and interpersonal skills—able to run meetings and workshops, present confidently, and write functional specifications Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively A collaborative team player who can also work independently with minimal supervision Fluent in English, with other languages being a plus A proactive attitude, with a passion for learning and keeping up with the latest industry trends Microsoft Office Suite: Powerpoint, Excel, PowerBI, etc.

Education and additional qualifications

Bachelor's degree in IT, Business Administration or similar field

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