Domain Consultant-Utilities Call Center Automation (CCaaS Platforms)

Remote • Posted 3 hours ago • Updated 3 hours ago

Contract Corp To Corp

Contract Independent

Contract W2

No Travel Required

Remote

$50 - $60/hr

Cyberobotix

Fitment

Dice Job Match Score™

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Job Details

Skills

Customer Care and Billing
Documentation
AHT
Interactive Voice Response
CCaaS
Payment Gateways
WINS
Genesys
Customer Service
Cloud Computing
Call Center
Billing

Summary

Job Title: Domain Consultant-Utilities Call Center Automation (CCaaS Platforms)
Location: Remote (Onshore)
Employment Type: Contractor
Duration: 6 Months – 1 Year
Experience Required: 10+ Years
Expected Joining: Immediate

Role Overview:

We are seeking a highly experienced Domain Consultant – Utilities Call Center Automation with deep expertise in utilities customer service operations and modern CCaaS platforms. This role will serve as a strategic advisor bridging business stakeholders, contact center operations, and technology teams to drive automation, AI enablement, and platform modernization initiatives.

The ideal candidate brings strong utilities domain knowledge (CIS, billing, outage, regulatory constraints) combined with hands-on advisory experience across leading CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Talkdesk, and Salesforce Service Cloud Voice.

Key Responsibilities:

1. Utilities Call Center Domain Expertise

Lead end-to-end assessments of utility customer service operations including:

Start / Stop / Move (SSM)
Billing inquiries and high bill complaints
Payment arrangements & collections
Outage, storm, and emergency calls
Credit, deposits, and enrollment

Analyze and optimize:

Seasonal and storm-driven call spikes
Regulatory and compliance constraints
Rate changes, bill redesigns, and customer communications

Map omnichannel customer journeys across voice, chat, email, SMS, and self-service portals.

2. CCaaS Platform & Utilities Integration Advisory:

Provide solution advisory across major CCaaS platforms.
Design integrations between CCaaS and utility core systems including:

Oracle Utilities Customer Care and Billing (CCB)
Oracle Utilities Customer to Meter (C2M)
Meter Data Management (MDM)
Outage Management Systems (OMS)
Payment gateways and IVR self-service platforms

Define IVR strategy, intelligent routing, skill-based distribution, and escalation models tailored to utility use cases.

3. AI & Automation for Utility Contact Centers:

Identify and design AI-driven automation use cases such as:

Conversational IVR for SSM, billing balance, and payment status
Real-time agent assist for billing explanations and outage handling
AI-powered knowledge systems for tariffs, regulatory policies, and rate plans
Automated call summarization, disposition coding, and QA scoring

Ensure AI implementations align with regulatory, privacy, and audit compliance requirements.

4. Client Engagement & Advisory Leadership:

Facilitate discovery workshops with:

Customer Care Leadership
Regulatory & Compliance Teams
IT and Enterprise Architecture

Translate operational and regulatory needs into:

Functional requirements
Solution blueprints
Phased transformation roadmaps (Quick Wins → Scaled Transformation)

Support pre-sales initiatives, RFP responses, and solution positioning for utilities clients.

5. Delivery Oversight & Value Realization:

Guide delivery teams in defining:

Utility-specific user stories and acceptance criteria
UAT strategy and peak-period readiness
Cutover and stabilization planning

Define and track measurable success metrics including:

Call containment & digital deflection
Average Handle Time (AHT) during peak events
CSAT during outages and storms
Regulatory complaint reduction

Must-Have Domain Expertise:

Strong understanding of:

Utility CIS platforms (CCB / C2M)
Billing, metering, and outage processes
AMI, OMS, and MDM integrations
Seasonal and event-driven call drivers
Regulatory and compliance impact on customer experience

Proven experience in:

Translating regulatory and operational requirements into technical solution designs
Executive-level communication and stakeholder management
Working in complex, multi-vendor utility environments

Qualifications:

Bachelor’s degree in Business Administration, Information Systems, Computer Science, or related field
10+ years of experience in utilities customer service transformation and contact center modernization
Experience leading AI-driven automation initiatives within CCaaS environments
Strong documentation, solution design, and facilitation skills

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91172251
Position Id: 8892969
Posted 3 hours ago

Company Info

About Cyberobotix

Cyberobotix emerges as a dynamic force in the IT consulting and staffing industry, poised to redefine excellence in talent acquisition and technology-driven solutions. With an in-depth understanding of diverse organizational needs, we specialize in delivering tailored solutions designed to match your unique requirements. Whether you need specialized short-term expertise, long-term strategic partners, or permanent team members, Cyberobotix is dedicated to exceeding your expectations.

At Cyberobotix, we understand that people and technology are at the heart of every success. Driven by our unwavering commitment to your growth, we place your needs at the forefront of everything we do. Our innovative approach combines cutting-edge technology with personalized service, ensuring that each placement or solution seamlessly aligns with your organization’s culture and objectives. Transparency is at our core, offering you full visibility to make well-informed decisions. From initial consultation to ongoing support, we monitor feedback and performance metrics to ensure your satisfaction.

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