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Ccaas Consultant Jobs (NOW HIRING)

Telus Digital

$124K - $156K/yr

Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business ... Location and Flexibility Our Program Manager, Delivery - CCaaS will be an integral part of our CX ...

NICE

Lead Business Consultant, VRS, CX

OR · On-site +1

The ideal candidate brings a strong mix consulting and operations experience to expertly guide customers through Contact Center/CCaaS transformations. As a seasoned consultant in a technology company ...

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How much do ccaas consultant jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for ccaas consultant in the United States is $41.55, according to ZipRecruiter salary data. Most workers in this role earn between $29.33 and $49.52 per hour, depending on experience, location, and employer.

What is a CCaaS consultant?

A CCaaS Consultant is a professional who specializes in Contact Center as a Service (CCaaS) solutions. They help organizations select, implement, and optimize cloud-based contact center platforms to improve customer service operations. Their responsibilities often include assessing business needs, recommending suitable CCaaS providers, overseeing migrations from legacy systems, and ensuring seamless integration with existing technologies. Additionally, they provide training and support to ensure a smooth transition and maximize the benefits of the new system.

What are the key skills and qualifications needed to thrive as a CCaaS consultant?

To thrive as a CCaaS Consultant, you need expertise in contact center operations, cloud communication solutions, and a background in IT or business, often supported by relevant certifications such as AWS, Genesys, or Cisco. Familiarity with major CCaaS platforms, CRM systems, and integration tools is crucial for designing and implementing solutions. Strong client communication, problem-solving ability, and project management skills set standout consultants apart. These competencies are vital for delivering effective, client-focused CCaaS solutions that drive operational efficiency and customer satisfaction.

What are some common challenges faced by a CCaaS consultant when implementing cloud contact center solutions for clients?

As a CCaaS Consultant, one common challenge is understanding and aligning the client's specific business processes with the capabilities of the chosen cloud contact center platform. Additionally, handling data migration from legacy systems, ensuring seamless integration with existing CRM tools, and managing change resistance from end users are frequent hurdles. Effective communication and project management skills are vital to guide clients through technical complexities and to ensure a smooth transition to cloud-based solutions.
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Infographic showing various Ccaas Consultant job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 89% Full Time, 6% Part Time, and 4% Contract. Highlights an 71% Physical, 3% Hybrid, and 26% Remote job distribution, with an average salary of $86,430 per year, or $41.6 per hour.

Program Manager, Delivery - CCaaS

Telus Digital

On-site, Remote

$124K - $156K/yr

Full-time

Re-posted 19 days ago

TELUS Digital rating

7.7

Company rating: 7.7 out of 10

Based on 21 frontline employees who took The Breakroom Quiz

100th of 225 rated it services

Job description

Who We Are
Welcome to TELUS Digital - where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are - all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
Location and Flexibility
Our Program Manager, Delivery - CCaaS will be an integral part of our CX Transformation team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S with travel to clients and TELUS Digital offices expected.
The Opportunity
As a Program Manager, Delivery - CCaaS, you'll partner with engineering and product leaders to drive contact center technology programs from start to finish. We seek an experienced delivery lead with exceptional program management skills who is comfortable connecting the dots across many stakeholders to drive business value. You'll lead a cross-functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers, and is highly client-facing, requiring confidence leading executive discussions, delivery governance forums, and complex stakeholder environments.
Responsibilities
  • Lead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams.
  • Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting.
  • Provide strong program leadership to cross-functional, international delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement.
  • Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical.
  • Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones.
  • Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding.
  • Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center's evolving needs and the team's working style.
  • Encourage and lead an engaging team environment, celebrating wins, learning from setbacks, and fostering a sense of shared purpose.
  • Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for success.

Qualifications
  • 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead or Program Manager.
  • Experience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES), and comfort communicating the business case for change decisions and long-term value for investment.
  • Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover.
  • Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track
  • Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders.
  • An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers.
  • An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals.
  • Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams.
  • Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus.

Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.
We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.
For more information on how we use your information, see our Privacy Policy.

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