Solution Advisor, CCaaS and Contact Center Solutions

Act as the primary technical and functional resource on CCaaS and contact center pursuits from early qualification through close.

Participate in client calls, workshops, and executive briefings to clarify requirements, shape opportunity strategy, and position solutions effectively.

Address objections, risks, assumptions, and trade-offs in a clear and business-oriented way.

Develop presentation materials, solution briefs, and ROI narratives tailored to each client’s business case.

Contribute to and refine frameworks, questionnaires, templates, and assessment tools for CCaaS and contact center engagements.

Help create repeatable processes, artifacts, and deliverables that strengthen Bluewave’s ability to scale high-quality work across the team.

Track market trends in CX, AI, self-service, workforce management, and customer journey orchestration, and translate them into practical guidance for clients and internal teams.

Deliver internal training and enablement for Sales, Client Success, and fellow Solution Advisors on CCaaS fundamentals, vendor landscape, and opportunity qualification.

Help author internal guides, playbooks, best practices, and customer-facing decision frameworks.

5+ 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 similar.

Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.

Technical curiosity coupled with results-oriented activation energy.

Demonstrated experience designing, evaluating, and/or implementing CCaaS solutions.

Experience as a contact center operator, executive, and/or decision-maker is a strong plus.

Strong understanding of IVR, IVA, virtual agents, self-service, agent assist, and workflow automation use cases.

Experience with workforce management, quality management, interaction analytics, and reporting or BI in contact center environments.

Proven ability to lead requirements discovery with business and IT stakeholders.

Proven ability to build comparison and decision frameworks and explain trade-offs clearly.

Strong presentation skills, including the ability to present complex architectures and options to non-technical executives.

Relevant certifications, including vendor-specific CCaaS, contact center, or CX certifications.

Familiarity with AI-driven analytics and agent assist tools, including real-time transcription, summarization, coaching, and predictive CSAT capabilities.

Familiarity with security, compliance, and privacy requirements in regulated industries, including PCI, HIPAA, HITRUST, GDPR, call recording, and redaction considerations.

Familiarity with UC and collaboration ecosystems such as Microsoft Teams, Zoom, and Webex, and how they intersect with contact center environments.

Comfort building TCO and ROI models and framing the financial impact of technology decisions.

Strong proficiency in Excel and PowerPoint.

Strong written deliverable skills, including discovery workbooks, strategic blueprints, provider comparison matrices, and executive summaries.

Bluewave is an E-Verify employer.

We are not sponsoring work visas for this position at this time.

We are grateful for your interest in this opportunity. Should you decide to apply, you may encounter the following steps:

Assessment: Predictive Index assessment to help us better understand your work styles and behaviors

Interviews: May include interviews with the hiring manager, Solution Advisory leadership, and other key stakeholders

Candidates who successfully demonstrate alignment with the role at each stage will advance through the process.

Bluewave 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. Our experts draw on deep industry experience and data-backed frameworks to help organizations of all sizes make confident technology decisions that drive meaningful business outcomes.