CCaaS Product Subject Matter Expert
Duration: 18 month contract - approximately May 2026 to Oct 2027
Location: Any HMRC Regional Centre - Hybrid
Role Description and Responsibilities
HMRC is delivering an enterprise‑wide Omni‑Channel Contact Centre as a Service capability. This is a large, complex transformation programme that will replace and unify existing customer contact services and introduce new ways of working across the department.
The CCaaS Product Subject Matter Expert will sit within the core project team and use their deep, hands‑on experience of leading CCaaS products to guide and strengthen delivery throughout the full lifecycle of the programme. This is not a governance or oversight role. It is an embedded, proactive role focused on driving efficient, high‑quality delivery through experience, challenge, and practical support.
The role will be present from the outset of the programme, working across discovery, design, build, test, migration, and transition to live. The post holder will use their practical knowledge of CCaaS products and capabilities to help HMRC make informed decisions, avoid common pitfalls, and maintain delivery momentum.
A key aspect of the role is supporting HMRC in holding suppliers and vendors to account. The CCaaS Product SME will use their product expertise and delivery experience to challenge plans, validate delivery approaches, and ensure that agreed outcomes are achieved to time, cost, and quality expectations. They will provide clear, evidence‑based advice and recommendations to support programme and commercial decision making.
The role will play an active part in supporting User Acceptance Testing. This includes contributing to the creation and refinement of UAT test threads and scenarios, ensuring they reflect real‑world CCaaS usage, end‑to‑end journeys, and operational needs. The CCaaS Product SME will support execution of UAT activities, helping teams interpret results, identify product‑related issues, and drive timely resolution with suppliers and delivery teams.
Working closely with HMRC delivery, architecture, and operational teams, the role will guide and coach internal resources, sharing practical product knowledge and effective ways of working drawn from prior CCaaS implementations. Through day‑to‑day collaboration and knowledge transfer, they will help HMRC develop internal capability and reduce reliance on suppliers over time.
The role will also support HMRC in preparing for the transition of responsibilities from vendors to HMRC as the programme concludes. This includes advising on readiness, supporting knowledge transfer from suppliers, and helping HMRC teams understand how to operate, support, and evolve the CCaaS product in a more self‑sufficient manner post‑delivery.
The CCaaS Product Subject Matter Expert will proactively identify risks, issues, and dependencies as they arise, calling them out early and driving resolution by engaging the right people at the right time. Strong communication is central to the role, with the post holder working confidently with stakeholders at all levels and translating product‑level detail into clear, actionable insight.
Further background information on the wider programme context is available in the public domain via Omni-Channel Contact Centre as a Service (CCaaS) - Find a Tender.
Essential Criteria
CCaaS Product Expertise
· Extensive hands‑on experience working directly with leading CCaaS products, with a strong understanding of their full capability sets across voice and digital channels.
- Proven experience delivering CCaaS implementations across the full lifecycle, from discovery and design through build, test, migration, and transition to live.
Delivery, Testing, and Supplier Management
· Demonstrable experience supporting delivery teams to drive efficient, successful outcomes through product expertise.
- Proven experience supporting User Acceptance Testing for CCaaS solutions, including contributing to test thread creation, execution support, and issue resolution.
Operational Readiness and Knowledge Transfer
· Experience supporting transitions from supplier‑led delivery to in‑house operational ownership, including knowledge transfer and capability uplift.
- Ability to support internal teams in understanding how to operate, support, and evolve CCaaS products post‑implementation.
Security and Accessibility
· Practical understanding of CCaaS security capabilities and constraints, with experience supporting secure and robust service design and delivery.
- Experience ensuring accessibility considerations are built into CCaaS design, configuration, and testing activities.
Advisory, Coaching, and Stakeholder Skills
· Experience operating as an embedded subject matter expert within programme teams, providing hands‑on advice, guidance, and challenge throughout delivery; with the ability to coach and support internal resources, sharing practical product knowledge and effective ways of working.