Professional Services Consultant

About AnywhereNow

AnywhereNow develops dialogue management and contact centre solutions built around Microsoft technology. Our solutions help enterprises manage customer and employee conversations through Microsoft Teams, contact centre technology and AI-enabled capabilities.

Our Professional Services team works directly with customers and delivery partners to turn business requirements into reliable, secure and supportable solutions across the AnywhereNow portfolio.

The Role

We are looking for a technically fluent Professional Services Consultant who can take ownership from discovery through handover. This is a hands-on, customer-facing role combining solution design, implementation, migration, integration, troubleshooting, documentation and stakeholder communication.

You will lead customer and partner workshops, translate requirements into practical technical designs and guide solutions through testing, deployment, go-live and operational handover. You will be comfortable joining complex environments, bringing clarity to ambiguity and ensuring risks, dependencies and scope are actively managed.

Mission: Own the technical delivery lifecycle and turn customer requirements into secure, supportable AnywhereNow solutions that are successfully implemented, documented and transitioned into operational use.

Key Responsibilities

• Discovery and consulting - Lead customer and partner workshops to understand business processes, technical environments, security considerations, constraints and desired outcomes.

• Solution design - Translate requirements into practical solution designs, delivery plans, configuration approaches, integration patterns and measurable acceptance criteria.

• Implementation - Configure, test and validate AnywhereNow solutions and associated Microsoft or third-party integrations within the agreed scope.

• Migration and change - Deliver platform upgrades, tenant or service migrations, environment transitions and remediation activities with clear validation and rollback considerations.

• Technical ownership - Investigate complex issues across application, identity, API, data, telephony and Microsoft cloud layers, documenting findings and coordinating escalation where required.

• Delivery control - Track actions, decisions, assumptions, risks, dependencies and scope changes, raising concerns early and providing clear options and recommendations.

• Customer readiness - Guide customers and partners through testing, acceptance, go-live and early-life support, including knowledge transfer and operational handover.

• Documentation - Create and maintain HLDs, LLDs, architecture and call-flow diagrams, configuration workbooks, test evidence, runbooks, release notes and handover packs.

• Partner enablement - Support partner onboarding, delivery readiness, technical coaching and quality reviews.

• Continuous improvement - Share field feedback with Product and Support and contribute reusable delivery patterns, templates, automation and service improvements.

• Commercial awareness - Manage time and effort responsibly and understand how delivery decisions affect scope, utilisation, forecasting and margin.

What Success Looks Like

• Customers and partners have a clear, agreed design connecting business outcomes to technical delivery.

• Implementations, migrations and integrations are delivered to scope with risks, assumptions and dependencies actively managed.

• Solutions are thoroughly tested, documented and transitioned with the information Support and operational teams need

• Technical issues are investigated methodically, communicated clearly and driven to resolution or an owned escalation.

• Project records, effort and status are accurate enough to support forecasting, utilisation and commercial control.

• Learning from delivery is fed back into products, reusable patterns, templates and team practices.

Experience & Skills

• At least 3 years in Professional Services, solution consulting, technical delivery or a comparable customer-facing technology role.

• Experience leading discovery, gathering requirements and converting them into solution designs and executable delivery activities.

• Hands-on experience implementing, integrating, migrating or supporting enterprise cloud applications.

• Working knowledge of Microsoft Teams and Azure, with practical exposure to identity, authentication, permissions and enterprise application integration.

• Understanding of contact centre and enterprise voice concepts including queues, routing, IVR, agents, PSTN or SIP connectivity, digital channels, recording and reporting.

• Ability to create clear technical documentation and diagrams for both engineering and operational audiences.

• Experience coordinating customers, partners and multidisciplinary internal teams through a project lifecycle.

• Ability to manage multiple workstreams, prioritise effectively and communicate status, risks and decisions without losing technical detail.

Desirable Experience

• AnywhereNow Dialogue Cloud, Dialogue Studio, WebAgent, AI Assist, Tendfor or comparable CCaaS and customer engagement platforms.

• Microsoft Dynamics 365, Salesforce, Power Platform, Power BI, SharePoint or another enterprise CRM.

• Experience working with REST APIs, webhooks, JSON payloads and OAuth or JWT concepts.

• Microsoft Graph, Azure Communication Services, Teams Phone, Direct Routing, Operator Connect or related telephony integrations.

• Workflow or integration tooling such as Node-RED, Power Automate or comparable low-code and event-driven platforms.

• Partner-led delivery, technical enablement, quality assurance or consultancy within a matrix organisation.

Technical Breadth

• Contact centre and voice - Queues, routing, IVR, agent experiences, PSTN and SIP concepts, recording, reporting and operational call flows.

• Microsoft cloud - Teams, Azure, Entra ID concepts, application registrations, permissions, Graph and related Microsoft services.

• Integration - REST APIs, webhooks, OAuth and JWT concepts, JSON, CRM integration, error handling and environment-specific configuration.

• Automation and data - Workflow automation, SQL or data analysis, operational reporting and repeatable deployment or support patterns.

• Delivery artefacts - HLD and LLD documents, architecture diagrams, configuration records, test plans, evidence, runbooks and handover materials.

• Troubleshooting - Logs, correlation identifiers, payload tracing, authentication paths, network or telephony dependencies and structured root-cause analysis.

Personal Attributes

• Ownership - Takes responsibility for commitments, decisions and outcomes, follows through and makes blockers visible.

• Customer-centred - Understands the outcome the customer is trying to achieve and balances value, practicality and supportability.

• Consultative - Asks precise questions, challenges assumptions constructively and recommends an achievable way forward.

• Technically credible - Can discuss architecture and integrations with engineers while explaining impact clearly to non-technical stakeholders.

• Structured problem solver - Uses evidence, isolates variables, documents findings and avoids guesswork when diagnosing complex issues.

• Clear communicator - Adapts to the audience and is concise about status, risk, scope and decisions.

• Collaborative - Works effectively with customers, partners, Sales, PreSales, Customer Success, Product and Support while keeping ownership clear.

• Commercially aware - Recognises the relationship between technical choices, effort, customer expectations and project margin.

What We Offer

• A varied customer-facing role delivering complex solutions across Microsoft cloud, contact centre and integration environments.

• The opportunity to work with distributed customers, partners and internal teams across EMEA.

• A collaborative environment with scope to shape reusable delivery practices, templates and service improvements.

• Structured onboarding to build product-specific depth across the AnywhereNow portfolio.

• Remote and hybrid working arrangements aligned to location and company policy, with travel where customer or partner engagements require it.

Information Security Responsibilities

• At AnywhereNow, information security is everyone's responsibility. All employees are expected to actively support the organisation's information security standards and help protect the confidentiality, integrity and availability of company and customer information.

• Adhere to applicable information security policies, procedures and guidelines.

• Protect company, customer and partner information from unauthorised access, disclosure, alteration or loss.

• Use company systems, devices and networks securely and in line with company requirements.

• Promptly report suspected or actual security incidents, breaches or vulnerabilities through the appropriate channels.

• Complete mandatory information security and data protection training.

• Handle and store confidential information securely and in accordance with company policy and applicable legal requirements.

Practical Requirements

• Professional fluency in English; additional EMEA languages are beneficial.

• Comfortable working remotely across EMEA time zones.

• Willingness to travel to customer, partner or company locations when required.

• Ability to comply with applicable background-check requirements for the country and position.

• For Netherlands-based appointments, the applicable hybrid working policy may require regular office attendance.

AnywhereNow is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.