Transformation Consultant

Job description 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. About the Role Condado is hiring a client-facing NICE CXone specialist to take ownership of implementation and managed-service engagements currently run by our Director of Solutions Engineering. This is not a hands-on developer/build role — our offshore development team handles the heavy technical build work. Instead, this person is the trusted face of the project: the one who runs discovery, translates client needs into clear requirements, manages the offshore build team to deliver on time and correctly, and keeps the client confident and happy throughout. We're looking for someone who can credibly answer "can NICE do this?" the majority of the time, knows when to say "I don't know, let me find out" rather than overpromising, and treats every engagement as an opportunity to deepen the relationship — not just check a box. What You'll Do Own client relationships for assigned implementation and managed-service accounts, serving as the primary point of contact and technical credibility for the client Run discovery and requirements gathering : lead kickoff calls, document workbooks and call flows, and translate business needs into buildable specs Direct and QA offshore development resources : hand off requirements to build teams, hold them accountable to timelines, and spot-check work before it goes to the client Manage the implementation lifecycle end-to-end — from discovery through testing, client UAT, troubleshooting, and go-live Provide managed services support for existing NICE CXone customers, handling day-to-day requests, enhancements, and issue resolution Act as a technical buffer on client calls — present confidently, understand the platform deeply enough to speak to it live, and loop in specialists (developers, architects) as needed Identify upsell and cross-sell opportunities by staying closely engaged with the client and understanding their broader technology roadmap Partner with internal build/engineering leads (platform engineers/architects) on more complex technical designs, while retaining ownership of the client relationship and delivery outcome Location This role is 100% remote for candidates located anywhere in the U.S., with the exception of the Salt Lake City and Kansas City areas. Occasional travel may be required for high priority team meetings or client meetings. Candidates based in the Salt Lake City or Kansas City metropolitan areas should expect a more hybrid work arrangement, with periodic in person collaboration. Job requirements What You Bring Deep, hands-on experience with NICE CXone / NICE CXone Studio — ideally including builds involving APIs, voice, SMS/text, email, digital channels, dialer, ASR/AI (e.g., Omilia), and related integrations Prior experience in a project management, implementation, or consulting capacity within a CCaaS/UCaaS or CX platform environment Comfortable being the "smart PM" — technical enough to be credible with engineers and clients, but focused on delivery, communication, and relationship management rather than writing code full-time Native or near-native English fluency and strong client-facing communication skills (this is a front-facing, white-glove role by design) Experience working with or managing offshore/distributed development teams Familiarity with SQL, JavaScript, and HTML is a plus Experience with additional CCaaS platforms (Five9, Genesys, Zoom CX) is a plus but not required — NICE CXone expertise is the priority Comfortable managing multiple concurrent implementations and managed-service accounts Nice to Have Prior experience specifically in a "Consulting Engineer," "Solutions Engineer," or "CX Transformation Consultant" type role Experience with enterprise-level accounts and multi-year, multi-phase or international rollouts API integration experience with platforms like Salesforce, ServiceNow, or Fiserv Why This Role ~70–80% of Condado's business is NICE-based — this is core, high-priority work, not a side function Clear growth path: strong performers naturally move toward account growth, upsell ownership, and eventually people/team leadership White-glove, relationship-first culture — you're empowered to own outcomes, not just execute tickets All done! 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