Contact Center Operations – Optimization Consultant

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

📋 Description

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

• Establish the future-state operating model for the contact center, which includes workforce allocation, routing strategies, customer engagement, and performance management over 12-, 24-, and 36-month timeframes.

• Create a prioritized optimization roadmap that includes well-defined business cases, anticipated results, implementation priorities, and ROI metrics.

• Discover opportunities for operational and customer experience enhancements by leveraging 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 requirements for technical delivery teams.

• Develop KPI frameworks, governance structures, and performance management protocols, encompassing ownership, reporting frequency, and operational review formats.

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

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

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

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

⛳️ Requirements

• More than 10 years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation positions.

• Extensive knowledge of contact center operating models, covering: 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 solution capabilities sufficient to identify business opportunities, articulate requirements, and collaborate effectively with technical teams.

• Direct platform configuration experience is not essential.

• Proven capability to translate business strategy into operational transformation and quantifiable business outcomes.

• Excellent analytical, problem-solving, and storytelling abilities, with the capacity to distill data into actionable executive recommendations.

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

• 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.

• Nice to have: Professional proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation. Experience in leading post-migration optimization initiatives following like-for-like CCaaS implementations. Exposure to various CCaaS platforms like Genesys Cloud, NICE CXone, Five9, or Amazon Connect. Experience in developing 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 more than 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 range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.

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

• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment 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.