Senior CX Consultant (Hybrid - Salt Lake City)

About Condado

Condado is a fast-growing Contact Center as a Service (CCaaS) system integrator and customer experience consulting firm. We specialize in helping enterprises select, implement, integrate, and support cloud-based contact center solutions. Our mission is to build seamless, AI-powered CX ecosystems that drive exceptional customer engagement and long-term growth. We partner with leading CCaaS and CX technology vendors (e.g. NICE CXone, Genesys Cloud, Five9, Zoom Contact Center, and emerging AI providers) to deliver end-to-end solutions – from upfront advisory and vendor selection through implementation, integration with CRM/back-end systems, and ongoing managed support. We operate as a “super integrator,” combining the advisory insight of a technology agent with deep technical implementation capabilities.

With Condado’s vendor-agnostic approach and focus on innovation, we enable clients to reimagine their customer interactions – integrating voice, chat, social, and AI-driven channels into one intelligent platform. Our team’s background includes experience at top CCaaS vendors, consultancies, and enterprises, giving us unmatched expertise in contact center technology and customer experience (CX) strategy.

We are looking for passionate experts to join our team and help our clients transform their customer experience through next-generation contact center solutions.

Role Overview
As a Senior CX Consultant at Condado, you will play a key client-facing role in delivering contact center technology projects and customer experience innovations. You will serve as a subject matter expert (SME) in cloud contact center platforms and CX best practices, working closely with enterprise clients to design and implement solutions that meet their business needs. In this role, you will lead advisory engagements, guide clients through CCaaS vendor selection, and own the solution design and configuration of the chosen platform. You will also coordinate with our technical engineering team on complex integrations (e.g. CRM, AI bots, custom applications) and ensure a smooth deployment and post-implementation support transition.

This is a senior individual contributor position that blends consulting, technical implementation, and some project leadership. You will interface with client executives to understand their customer service operations and goals. Drawing on your deep CCaaS platform expertise and CX domain knowledge, you will recommend optimized customer journey workflows, configure routing strategies and IVR flows, and enable AI-driven features (like chatbots or speech analytics) to elevate the customer experience. Internally, you will work with Condado’s CX Advisors, Platform Engineers, and our Vendor Partners to deliver comprehensive solutions.

Key Responsibilities:

• Engage with client stakeholders to assess their current contact center environment, pain points, and customer experience goals. Lead discovery workshops to gather detailed requirements across all customer contact channels (voice, IVR, chat, email, social, etc.). Translate business needs and customer journey pain points into clear solution requirements.

• Serve as the expert consultant on contact center platform capabilities. Recommend the best-fit CCaaS vendor or solution architecture based on client requirements (leveraging knowledge of leading platforms like NICE CXone, Genesys Cloud, Five9, Talkdesk, etc.). Design end-to-end omnichannel contact routing workflows, IVR menus, call flows, chatbots, and self-service automation aligned with industry best practices and the client’s objectives (e.g. reducing wait times, improving first-call resolution, enabling 24/7 self-service). Ensure the solution design is scalable, secure, and integrates seamlessly with the client’s CRM (Salesforce, Dynamics, etc.) and other systems.

• Take ownership of configuring and customizing the chosen CCaaS platform to implement the designed solution. This includes setting up skills-based routing, queues, IVR scripts, virtual agents/bots, knowledge base integration, call recording and analytics, workforce management integrations, etc. Utilize your hands-on expertise in platform admin consoles and scripting/tools (for example, NICE Studio Scripter, Genesys Architect, Five9 IVR/ACD configurations) to build the solution. Oversee and perform integration of the contact center platform with CRMs, databases, and third-party applications (often through APIs or middleware). Coordinate with Condado Platform Engineers for any custom development or complex integration tasks (such as data dips to backend systems, custom reporting dashboards, AI/ML integration for speech analytics or sentiment analysis).

• Act as a lead consultant or solution owner on client projects, working in tandem with a project manager (could be yourself or another team member) to deliver projects on time and within scope. Provide guidance to junior CX consultants or business analysts on the team. Work closely with Condado’s VP of CCaaS Delivery and other senior leaders to ensure our delivery meets high quality standards and client expectations. Collaborate with CX Advisors in pre-sales as needed, e.g. by contributing solution plans, effort estimates, or demo support for new opportunities. Work with vendor partners’ professional services or support teams as needed during implementation.

• Develop test plans and lead the User Acceptance Testing (UAT) for the contact center solution, ensuring all call flows, integrations, and features function as designed. Troubleshoot and resolve any issues or bugs in configuration. Conduct training sessions or create documentation for the client’s contact center supervisors and agents on how to use new systems (e.g. agent desktop, supervisor tools, reporting dashboards). Ensure a smooth knowledge transfer to clients and to Condado’s Managed Services team that will support the client post-go-live.

• Provide expert support during the go-live cutover and initial hypercare period for new implementations. Assist our Support Services team with Tier-3 troubleshooting if complex issues arise that require deep platform knowledge. Proactively identify opportunities to optimize and improve the client’s CX environment (for example, by analyzing KPIs and recommending routing adjustments, additional automations, or new AI capabilities to continually enhance customer experience and efficiency). Serve as a trusted advisor to clients on an ongoing basis, helping them roadmap future improvements.

• Stay up-to-date on the latest trends in customer experience, contact center operations, and CCaaS technology. Continuously learn new features from our key vendor partners (NICE, Genesys, Five9, etc.), including their AI offerings (e.g. conversational IVR, sentiment analysis, agent assist tools). Maintain relevant certifications on platforms (such as NICE CXone certification, Genesys Certified Professional, etc.) and bring new innovative ideas to both clients and internal Condado teams. Potentially contribute to Condado’s thought leadership (blog posts, whitepapers, speaking at industry events) on CX best practices.

Qualifications and Experience Required

• 5+ years of experience in contact center technology and/or customer experience consulting. Strong preference for candidates who have worked in roles such as Technical Account Manager (TAM), Solution Consultant, Implementation Engineer, or CX Consultant.

• Experience in a management consulting or CX strategy role with exposure to contact center operations is a plus (especially if combined with technical know-how).

• Deep understanding of contact center operations and customer experience best practices. Familiar with concepts like IVR design, call routing strategies, skills-based routing, queue management, workforce management, call recording, QA and analytics, omnichannel.

• Ability to translate business objectives (e.g. improving customer satisfaction, reducing costs, enabling remote agents) into technical solutions within a CCaaS platform.

• Hands-on expertise with one or more major CCaaS platforms is required.

• Experience configuring Five9, Twilio Flex, Talkdesk, Amazon Connect, Cisco Contact Center, or similar cloud contact center solutions will also be considered. Able to configure IVR call flows, routing profiles, agent skill groups, telephony/ACD settings, and integrations on these platforms.

• Basic understanding of APIs, web services, and data integration techniques for connecting contact center systems with CRMs or databases. (You don’t need to be a full software developer, but should be comfortable discussing and guiding technical integration work.

• Familiarity with scripting or query languages (SQL, JSON, JavaScript) and tools for reporting or data analysis is a plus.

• Consulting & Soft Skills: Excellent client-facing consulting skills – able to conduct meetings and workshops, ask probing questions to uncover requirements, and present solutions in a clear, business-friendly manner.

• Strong communication skills (written and verbal) are a must, as you will write recommendations, create process flow diagrams, and train users.

• Demonstrated ability to manage projects or workstreams, coordinate with multiple stakeholders, and deliver results with minimal supervision.

• Problem-solving mindset with the ability to troubleshoot issues under pressure, find creative solutions, and adapt to changing client needs.

• Experience working in cross-functional teams – you’ll be liaising between client business teams, Condado’s technical engineers, and vendor support teams. Must be a team player who can mentor junior colleagues and contribute to a positive, knowledge-sharing culture.

• Vendor Certifications: Certifications on relevant technologies are highly valued. If not already certified, willingness to attain certifications in key platforms will be expected.

What We Offer:
Condado offers the opportunity to work on cutting-edge CX projects with leading enterprises and the latest cloud technologies. As a Senior CX Consultant, you will have a high-impact, client-facing role with room for growth into leadership (e.g. Solution Architect Lead, Practice Manager) as our company scales. We foster a collaborative, innovative culture with a passion for continuous learning in the CX space. In addition to a competitive base salary, we provide performance bonuses, full benefits, flexible remote work arrangements, and support for ongoing professional development (training and certifications). You will be joining a talented team (led by industry veterans from NICE, Deloitte, etc.) that is shaping the future of customer experience. If you are excited about transforming how companies engage their customers – and you have the expertise in contact center technology to make it happen – we’d love to hear from you!