Sr. Professional Services Consultant - Unified Communications

Summary

The Senior Professional Services Consultant – Cloud Collaboration & Contact Center delivers high‑value professional services focused on Cisco Webex Calling, Cisco Webex Contact Center, and Microsoft Teams Voice solutions. This role serves as a technical lead and trusted advisor, guiding customers through cloud and hybrid voice, contact center, and collaboration transformations. The consultant is responsible for solution design, implementation, migration, optimization, and knowledge transfer while ensuring solutions align with customer business requirements, industry best practices, and Logicalis delivery standards.

Essential Duties and Responsibilities

Cloud Voice & Collaboration Delivery

• Designs, implements, migrates, and optimizes enterprise voice solutions using Cisco Webex Calling (Multi‑Tenant, Dedicated Instance, and Local Gateway) and Microsoft Teams Voice.

• Leads customer migrations from CUCM, legacy PBXs, or hybrid environments to modern cloud calling platforms.

• Architects and integrates PSTN connectivity using Cisco Local Gateway, Microsoft Direct Routing, and Operator Connect models.

• Designs hybrid and coexistence architectures between Cisco and Microsoft collaboration platforms where required.

Contact Center Solutions

• Design and implement Cisco Webex Contact Center solutions, including call routing strategies, agent workflows, reporting, and integrations.

• Support customer transitions from UCCX and UCCE to Webex Contact Center, including phased migrations and coexistence strategies.

• Work directly with business and technical stakeholders to define contact center requirements and align technology to customer experience goals.

Consulting & Delivery Leadership

• Leads end‑to‑end professional services engagements including requirements gathering, solution design, implementation planning, validation, documentation, and knowledge transfer.

• Acts as technical lead on complex projects, providing guidance to project teams and ensuring successful delivery outcomes.

• Performs UC and Contact Center assessments, health checks, and optimization reviews for cloud and hybrid environments.

• Develops and maintains Logicalis standards for scoping, documentation, and implementation best practices.

Client Engagement & Practice Development

• Builds trusted advisor relationships by demonstrating strong listening skills, technical credibility, and consistent delivery excellence.

• Provides consultative guidance to help customers make informed decisions around cloud adoption, migration strategies, and operational impacts.

• Collaborates with PMO and Resource Management to plan and deliver engagements effectively.

• Mentors and supports team members in collaborative delivery environments.

• Contributes to service development, process improvement, and practice refinement initiatives.

• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.

• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.

• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities     

This job has no supervisory responsibilities.

Qualifications

Education/Experience/Technical Requirements/Certifications    

Equivalent combination accepted.    

Education

Bachelor’s degree in a related field, or equivalent combination of education and experience

Experience & Technical Requirements

• 8+ years of collaboration and voice experience with a strong focus on cloud and hybrid solutions.

• Proven experience designing and implementing:

  • Cisco Webex Calling

  • Cisco Webex Contact Center

  • Microsoft Teams Voice

  • Cisco Webex Control Hub

• Experience integrating or migrating from legacy platforms such as:

  • Cisco Unified Communications Manager (CUCM)

  • UCCX and UCCE

  • Legacy or third‑party PBX systems

• Strong understanding of PSTN connectivity, SIP, voice gateways, and hybrid architectures.

• Experience with third‑party integrations such as AudioCodes preferred.

• Consulting background with demonstrated customer‑facing delivery experience.

• Proficient in Microsoft Office applications.

Certifications (One or More Preferred)

• Cisco Certified Internetwork Expert (CCIE) – Collaboration or Enterprise Infrastructure

• Cisco Certified Network Professional (CCNP) – Collaboration or Enterprise Infrastructure

Other Skills and Abilities

• Excellent written and verbal communication skills with the ability to engage confidently with customers and internal teams.

• Strong consultative skills to assess customer needs and translate them into effective technical solutions.

• Exceptional time management and prioritization skills in a multi‑customer environment.

• Advanced problem‑solving and analytical abilities, including the capability to manage highly complex engagements.

• Proven ability to build long‑term client relationships and maintain high customer satisfaction.

• Willingness and ability to travel nationally as required.

• Commitment to continuous professional development.

Physical Demands

The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms.  The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance.   We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.

NOTE: It is Logicalis’ practice that when a client requires medical testing, the employee must accept that requirement as a condition of their assignment and either submit to the tests or show proof they’ve completed the test satisfactorily (i.e., TB Test negative).