Technical Solutions Consultant, UC

We are looking for a Technical Solutions Consultant, UC to lead the delivery of unified communications, contact centre (CCaaS/UCaaS) and CRM integration programs from business case through to live operation. This is a hybrid role for someone who can run structured project governance and documentation while staying close enough to the technical detail - routing, telephony, integrations and network protocols - to make sound calls when vendors, architects and operations teams disagree.

You will own the full delivery lifecycle: requirements and solution design, vendor and carrier coordination, test governance, cutover planning, and post-go-live hypercare, all backed by clear documentation and reporting that keeps stakeholders and sponsors aligned.

Key Responsibilities:

• Lead end-to-end delivery of UC/CCaaS/UCaaS migration and integration programs (e.g. telephony platform migrations, contact center replatforming, CRM/CCaaS integration), from business case through build, test, cutover and hypercare.
• Own technical delivery workstreams including inbound/outbound routing, carrier and number migration, integration architecture, and MI/data feeds - stepping into technical detail directly where needed rather than only managing at a distance.
• Establish and run program governance: RAID logs, risk and issue management, quality gates, delivery assurance, and steering/executive reporting.
• Produce and maintain high-quality documentation - business and investment cases, functional and technical design specifications, test plans and governance packs, RFI/RFP materials, cutover runbooks, and status reporting.
• Manage coordination across telephony, CCaaS, CRM and network/security teams.
• Coordinate test governance across SIT/UAT cycles, tracking defects through to resolution and ensuring go-live readiness criteria are met.
• Plan and execute cutover activities - carrier/number rationalization, migration sequencing, rollback planning - and lead post-go-live hypercare and operational handoff.
• Engage stakeholders across business, operations and technical teams, adapting delivery approach (agile, waterfall or hybrid) to fit program constraints.
• Identify root causes when delivery stalls or degrades, using operational and test data to drive re-scoping, re-architecture or program resets where required.

Required qualifications:

Education:

• Degree in Engineering, Computer Science, Information Systems, or a related technical discipline; equivalent hands-on experience will also be considered.
• Preferred: Project/program management or Agile certification is a plus (PRINCE2, PMP, AgilePM, Scrum).

Language proficiency:

• Excellent English communication skills, both verbal and written, for professional communication and documentation.

Experience:

• 5+ years of experience delivering technical project/program management for UC, CCaaS/UCaaS, CRM or contact center transformation programs.
• Advanced experience owning both the project management discipline (planning, RAID, governance, reporting) and the underlying technical detail (routing, integration, telephony architecture).
• Advanced documentation skills: able to produce clear business cases, design specifications, test plans, RAID logs and executive-ready status reports.
• Advanced experience with vendor management, RFI/RFP processes and contract negotiation.

Mandatory Technical skills:

• Advanced knowledge of network protocols and infrastructure fundamentals (e.g. TCP/IP, DHCP, SIP), systems/network administration, and ITIL-aligned service management.
• Advanced practical experience with delivery and collaboration tooling such as MS Project, Jira, Azure DevOps, Confluence and Visio.
• Familiarity with UC/CCaaS/CRM/ITSM platforms such as Genesys Cloud CX (or Genesys Engage), Salesforce (or comparable CRM), ServiceNow, Remedy or comparable, and MS Teams Phone / telephony platforms.
• Advanced experience running test governance and defect management across SIT/UAT cycles.

Soft skills:

• Excellent stakeholder management skills, with the ability to communicate confidently with both technical teams and senior/executive sponsors.
• Strong problem-solving and decision-making skills, with the ability to assess complex situations, challenge assumptions, and make pragmatic decisions under pressure.
• Resilience and adaptability, with the ability to remain effective in high-pressure delivery environments, respond constructively to changing requirements.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!