Contact Center Operations & Optimization Consultant

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

📋 Description

• Oversee a thorough operational evaluation encompassing personnel, processes, performance management, and customer experience, independent of the existing platform setup.

• Establish the future-oriented contact center operating model, which includes workforce deployment, routing strategies, customer engagement, and performance management over 12-, 24-, and 36-month timelines.

• Create a prioritized optimization roadmap that includes distinct business cases, anticipated outcomes, implementation priorities, and ROI metrics.

• Identify opportunities for operational and customer experience enhancements by utilizing Genesys Cloud features, such as AI and self-service solutions, intelligent routing, workforce engagement management, analytics and reporting, and omnichannel customer engagement.

• Convert business opportunities into precise operational and business specifications for technical delivery teams.

• Implement KPI frameworks, governance models, and performance management processes, detailing ownership, reporting cadence, and operational review structures.

• Collaborate with operations leadership, supervisors, and frontline teams to redesign workflows, eliminate operational friction, and integrate continuous improvement practices.

• Spearhead change management and user adoption initiatives, which include communication planning, training strategies, leadership coaching, and operational enablement.

• Mentor contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience enhancement.

• Act as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

⛳️ Requirements

• A minimum of 10 years of progressive experience in contact center operations, encompassing senior leadership, operational strategy, or transformation roles.

• Extensive knowledge of contact center operating models, including routing strategies, workforce management, self-service and channel strategy, quality assurance and coaching, customer journey design, performance management, and operational governance.

• Strong working understanding of contact center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate effectively with technical teams.

• Hands-on platform configuration experience is not a prerequisite.

• Demonstrated ability to translate business strategy into operational transformation and measurable business results.

• Strong analytical, problem-solving, and storytelling skills with the capacity to synthesize data into actionable executive recommendations.

• Proven success in leading operational transformation and process improvement initiatives that yield measurable enhancements in efficiency, customer experience, employee experience, or cost optimization.

• Exceptional stakeholder management and executive communication skills.

• Experience in leading change management and organizational adoption initiatives.

• Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks.

• Preferred: Professional working proficiency in Spanish, capable of facilitating workshops, interviewing stakeholders, and preparing documentation.

• Experience in leading post-migration optimization initiatives following similar CCaaS implementations.

• Exposure to various CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.

• Experience in building or enhancing workforce management, quality management, or performance management practices.

• Knowledge of conversational AI, self-service automation, and customer journey orchestration strategies.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global Impact: collaborate on significant projects for leading global clients and help shape the future of industries.

• Welcoming Multicultural Environment: be part of a dynamic, global team and flourish in an inclusive and supportive work atmosphere with open communication and regular team-building social events.

• Social Sustainability Values: engage in our sustainable business practices focused on five pillars: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.