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CX Solutions Consultant
Salary: Competitive, depending on experience
Role Type: Full-time, permanent
Reporting to: Head of CX Solutions
Location: SVL Business Solutions. Hybrid if local to Glasgow, fully remote otherwise.
Apply: Send your CV to cdardis@svl.co.uk
SVL is growing its Customer Experience practice, and we are looking for a CX Solutions Consultant to join the team. This role would suit someone who enjoys working at the intersection of technology, consulting, sales, and customer transformation.
This is a unique opportunity to join a rapidly evolving technology partner at the forefront of CX transformation, cloud contact centre, AI, automation, and digital engagement.
As a multi-year, multi-award-winning NICE Platinum Partner, SVL delivers enterprise CX solutions powered primarily by CXone, alongside platforms such as Amazon Connect and leading Conversational AI technologies, including Boost.ai and NICE Cognigy.
We operate as a long-term managed service partner, focused on continuous improvement, innovation, adoption, and measurable business outcomes rather than one-off delivery.
We hire selectively, and this role represents a key addition to our growing CX capability.
The Role
The CX Solutions Consultant is a customer-facing role focused on designing, demonstrating, and storytelling CX solutions across the full customer lifecycle.
You will help shape customer vision, support new business growth, and position long-term value by combining strong storytelling with credible technical understanding.
Key Responsibilities
You will:
· Deliver high-impact, persona-led demonstrations that bring CX solutions to life, aligning scenarios to real customer journeys and clearly articulating business value, operational impact, and return on investment.
· Build compelling end-to-end narratives across voice, digital, and AI journeys, connecting customer experience, agent workflows, automation, and operational insight into a cohesive story.
· Lead structured discovery sessions to understand customer challenges, current-state environments, and future objectives, translating these into scalable, outcome-led solution designs.
· Support the creation of proposals, solution architectures, and Statements of Work, ensuring alignment between customer requirements, technical design, and commercial outcomes.
· Position SVL as a long-term managed service partner by articulating the value of ongoing optimisation, adoption, and continuous improvement beyond initial deployment.
· Demonstrate AI and automation capabilities, including conversational AI, agent augmentation, analytics, and workflow automation.
· Facilitate customer workshops, CX Immersion sessions, and use case discussions with both business and technical stakeholders.
· Identify cross-sell and upsell opportunities by understanding the wider SVL portfolio and aligning additional capabilities to evolving customer needs.
· Contribute to the development of demo platforms, ensuring environments remain relevant, realistic, and aligned to current product capabilities and market expectations.
· Support internal capability development by sharing best practices, refining messaging, and contributing to the ongoing evolution of SVL’s CX proposition.
Skills & Experience
We are looking for someone with:
· Proven ability to deliver engaging, high-quality demonstrations that go beyond feature walkthroughs and clearly articulate business value, customer outcomes, and return on investment.
· Strong solution storytelling capability, with experience building persona-led, scenario-driven demonstrations that resonate with both operational and executive stakeholders.
· Solid technical understanding, with the ability to bridge business requirements and solution design, including explaining architecture, data flows, and integration approaches clearly.
· Experience working within Contact Centre or Customer Experience environments, with exposure to CCaaS platforms and an understanding of how modern CX solutions are deployed and adopted.
· Working knowledge of platforms such as CXone, Amazon Connect, or similar technologies would be an advantage.
· A good understanding of core contact centre technologies, including routing strategies, IVR design, digital channels, workforce optimisation, quality management, analytics, and performance management.
· Familiarity with integration concepts, including APIs and RESTful services, and how CX platforms connect to CRM systems, back-end services, and third-party applications.
· Exposure to AI, automation, or conversational technologies such as Boost.ai and Cognigy would be an advantage.
· Strong communication and presentation skills, with the ability to engage confidently with technical and non-technical stakeholders, from operational users through to senior leadership.
· A self-motivated, commercially aware, and collaborative approach, with the ability to work across sales, delivery, product, and customer teams.
Success in this role will be measured by:
· Contribution to new business wins and pipeline growth.
· Quality and effectiveness of customer demonstrations and engagement.
· Credibility and clarity of solution design.
· Contribution to long-term customer value, adoption, and growth.
Summary
This is a high-impact role within a growing CX practice, combining technology, storytelling, consulting, and commercial focus.
You will help organisations transform how they engage with customers, while playing a key role in SVL’s continued growth as a leading CX partner.
If your experience does not align perfectly across every area, but you have strong capability in core domains and a desire to grow, we would still welcome a conversation.
To apply, please send your CV and a short email to cdardis@svl.co.uk
