CCaaS staffing
CCaaS staffing and resource augmentation for Genesys Cloud and Amazon Connect
Add experienced CCaaS delivery capacity when a programme needs more than your internal team can supply. TheCXGuru provides senior practitioners for Genesys Cloud CX, Amazon Connect, Five9, Talkdesk and Google Customer Engagement Suite.
CCaaS delivery capacity for the platforms you run
TalkdeskGoogle Customer Engagement SuiteRoles you can add
Practitioners who can join a CCaaS workstream
Solution architects, flow developers, integration engineers, administrators, analysts and delivery leads for Genesys Cloud CX, Amazon Connect, Five9, Talkdesk and Google Customer Engagement Suite.
Solution architects
Target-state design, routing strategy, integration and data models.
Flow & contact-flow developers
Architect, Studio, Amazon Connect contact flows, Five9 call flows and Conversational Agents (Dialogflow CX) flows.
Integration engineers
CRM, WEM, telephony and data-action integration.
Platform administrators
Configuration, security, users and day-to-day platform operations.
Reporting & QA analysts
Analytics, dashboards, test design and quality assurance.
Project & delivery leads
Planning, coordination and delivery accountability for a workstream.
Engagement models
A specialist, a pod or a managed team
Individual specialist
Add a person for a focused need in your delivery team.
Small pod
Add connected roles for a delivery workstream that needs more than one discipline.
Managed team
A TheCXGuru-led team delivers an agreed scope with a delivery lead.
Ways of working
We agree time-zone overlap, tooling, security requirements and the change-management process up front.
Where this helps
Implementation & migration programmes
Extra build and integration capacity for a CCaaS deployment or platform move.
Backlog and change delivery
Steady-state enhancement work that an internal team cannot get to.
Platform support
Administration and second-line support for a live CCaaS estate.
Coverage gaps
Bridge a hiring cycle, a leave period or a sudden increase in demand.
Specialist input
Short, focused work such as a design review, an integration or a health check.
Managed teams
A delivery lead and a team working to an agreed scope.
How selection and start work
Define the need
Tell us the platform, role, seniority, duration and start date.
Profiles & selection
We share matched profiles; you interview and confirm.
Onboarding
We set up access, context and integration with your delivery team, typically within a week.
Delivery & review
Regular checkpoints on progress, quality and fit.
Common questions
Are these contractors or your employees?
They are part of the TheCXGuru delivery organisation. You get one contract, one point of accountability and cover if an individual is unavailable.
How experienced are the resources?
These are senior practitioners with several years of CCaaS delivery behind them. We do not place entry-level resources into client programmes.
Can they work in our time zone?
Yes. We agree working-hours overlap up front and set the team up for meaningful overlap with your working day.
What is the minimum engagement?
We take on short specialist pieces as well as multi-month programme support. Tell us the scope and we will propose a model.
Related services
Implementation & migration
Bring in our team to design and build, then staff the delivery with our resources.
Corporate training
Upskill your own team alongside the delivery resources we provide.
Related guides
What a CCaaS migration actually takes
The timeline, the phases, and where migrations actually go wrong.
Where generative AI actually helps in the contact centre
Past the hype: the GenAI use cases that are working in CCaaS today.
Frequently asked questions
Trainers, prerequisites, duration, cost, certification and placement assistance.
Need experienced CCaaS delivery capacity?
Tell us the platform, the roles and the timeline, and we will propose a resourcing plan.