Business Consultant, Change Management, VRS
Core
Expert advisor and facilitator helping customers create change management plans to drive adoption of new contact center applications, process optimizations, and AI-enabled capabilities.
Role type
Senior Change Management Consultant (Contact Center & Enterprise Software)
Builds
Change management plans, workshops, templates, and coaching materials for contact center transformations.
Domain
Contact Center Technology, Enterprise Software, AI Integration
Required skills
PROSCI certification, 5+ years leading change management for large tech implementations, contact center environment experience, enterprise software change management, AI/automation adoption strategy, executive presence, facilitation, stakeholder engagement, content creation
Preferred skills
Domain familiarity with omni-channel routing, ACD, IVR, CRM, Workforce Management, Quality Management, Customer Analytics, Performance Management
Technologies
PROSCI framework, AI-enabled contact center tools, enterprise software platforms
Responsibilities
Assess change nature and adoption risks, conduct interactive workshops, guide creation of PROSCI-aligned Change Management Plans, advise on AI adoption strategies, support leaders in addressing resistance and trust, align materials with engagement milestones, create sample templates and job aids
Seniority
Senior, hands-on IC
