Cloud Technical Subject Matter Expert (SME)

We are seeking a highly skilled Cloud Technical Subject Matter Expert (SME) to provide hands-on advisory, configuration guidance, and best practice consultancy across the company Cloud platform. The objective is to enable the client to optimize their existing environment and improve operational efficiency. The consultant will work closely with client stakeholders, supporting configuration, troubleshooting, and knowledge transfer within the scope of native platform capabilities.

Location: Dubai, United Arab Emirates (On-site)
Work Conditions: Full-time, 3-month engagement

Required Skills & Experience:

• Strong experience with company Cloud / Contact Center Cloud platforms
• Hands-on expertise in:
  • IVR / call flows design
  • Routing and queue management
  • User and role management
  • Reporting and analytics
• Experience with API-based integrations
• Troubleshooting and system optimization experience

Key Deliverables:

• Configuration guidance and best practice recommendations
• Optimization reports for existing setup
• Knowledge transfer sessions and documentation
• Support during testing and go-live phases
• Engagement closure handover documentation

Key Responsibilities:

1. Advisory & Architecture

   • Provide onsite consultancy on company Cloud architecture, design, and best practices
   • Review existing environment and recommend optimizations
   • Support design discussions aligned with business and operational needs

2. Configuration & Technical Guidance

   • Guide configuration of native platform features, including routing, queues, users, roles, and divisions
   • Assist with IVR/Architect flows (standard components)
   • Reporting and analytics
   • Help in testing and go-live activities
   • Provide troubleshooting support for standard configurations

3. Integration Advisory

   • Advise on integrations using native APIs and supported capabilities
   • Support alignment with existing systems (within platform limitations)

Language Requirements: Not specified.

This job opportunity is ideal for individuals looking to leverage their expertise in cloud technology to make a tangible impact on client operations.