Contact Center Operations & Optimization Consultant

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

📋 Description

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

• Formulate the future-state contact center operational model, which includes workforce deployment, routing strategies, customer engagement, and performance management over 12-, 24-, and 36-month periods.

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

• Discover opportunities for operational and customer experience enhancements by utilizing Genesys Cloud capabilities, including: AI and self-service solutions.

• Intelligent routing.

• Workforce engagement management.

• Analytics and reporting.

• Omnichannel customer engagement.

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

• Establish 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 barriers, and integrate continuous improvement practices.

• Spearhead change management and user adoption efforts, including 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 optimization.

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

⛳️ Requirements

• Over 10 years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles.

• In-depth 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.

• Operational governance.

• Strong working knowledge 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 mandatory.

• Proven track record of translating business strategy into operational transformation and measurable business outcomes.

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

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

• Excellent 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.

• Nice to have: Professional working proficiency in Spanish, including the capacity to facilitate workshops, interview stakeholders, and prepare documentation.

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

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

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

• Familiarity with 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: make the most of the flexibility that comes with remote work.

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

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

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

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