Business Consultant, Change Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide guidance to clients utilizing enterprise software in contact center settings on developing change management strategies, activities, and resources.

• Act as a specialist advisor and facilitator to assist leaders, operational teams, contact center representatives, and supervisors during organizational transitions.

• Deliver organized support, templates, examples, and coaching to client teams and consulting colleagues.

• Aid clients in adopting AI-driven contact center functionalities.

• Collaborate with the Lead Business Consultant on project milestones, operational evaluations, transformation plans, implementation, and post-Go Live assessments.

• Work with the Application Consultant on functional design, system configuration, and role-specific demonstrations.

• Evaluate the nature of change, its impacts, and the risks of adoption at key engagement milestones.

• Facilitate engaging Change Management workshops.

• Assist clients in drafting PROSCI-compliant Change Management Plans that address stakeholder engagement, communication strategies, enablement, reinforcement, and adoption metrics.

• Provide counsel on both formal and informal change management strategies, adoption techniques, AI-related change implications, and workforce adaptation considerations.

• Support sponsors and leaders in securing buy-in, mitigating resistance, and facilitating learning processes.

• Ensure alignment of plans and materials with project milestones and success criteria.

• Develop customizable materials and templates for clients, including messaging, job aids, and checklists.

⛳️ Requirements

• Background in a contact center environment.

• Experience with change management in enterprise software.

• PROSCI certification is mandatory.

• Over 5 years of experience leading change management for significant technology deployments and organizational transformations.

• Experience in managing change for AI, automation, or advanced analytics projects in enterprise or contact center settings.

• Proficient in utilizing both formal and informal change management methods.

• Preferred familiarity with one or more application areas: omni-channel routing / ACD / IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management.

• Strong executive presence with the ability to influence C-level executives.

• Advisory capability with both executives and frontline management.

• Skill in translating AI-driven functionalities into clear, role-specific communications for executives, supervisors, and frontline agents.

• Excellent facilitation, presentation, and communication abilities.

• Persistent, results-oriented, and adept at navigating uncertainty.

• Proven capacity to collaborate effectively with team members.

• Experience in generating content assets and presentations.

🏝️ Benefits

• Opportunity to learn, grow, and progress in your career across various roles, disciplines, domains, and locations.

• Dynamic, collaborative, and innovative work environment.

• Engage with a global organization and teams across more than 30 countries.