Cloud Technical Subject Matter Expert (SME)

We are seeking a highly skilled Cloud Technical Subject Matter Expert (SME) to be deployed onsite at a client location in Dubai, United Arab Emirates, for a 3-month full-time engagement. This role is focused on providing hands-on advisory, configuration guidance, and best practice consultancy across the company Cloud platform, with the objective of enabling the client to optimize their existing environment and improve operational efficiency.

The consultant will work closely with client stakeholders, offering support in configuration, troubleshooting, and knowledge transfer within the scope of native platform capabilities.

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
  • API-based integrations
  • Troubleshooting and system optimization

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 the configuration of native platform features including routing, queues, users, roles, and divisions
   • Architect IVR flows using standard components
   • Assist in reporting and analytics
   • Provide support for testing and go-live activities
   • Troubleshoot standard configurations

3. Integration Advisory

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

Language Requirements: (if applicable, please include here)