Contact Center Operations & Optimization Consultant
Core
Define and drive operational strategy for contact center transformation, converting investment into measurable business outcomes by assessing current operations and building roadmaps for process and workforce improvements.
Role type
Senior IC contact center operations consultant (strategy & transformation)
Builds
Future-state contact center operating models, optimization roadmaps, and KPI frameworks
Domain
Contact Center Operations / Customer Experience / CCaaS
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Contact center operating models, routing strategies, workforce management, quality assurance, customer journey design, performance management, operational governance, change management, executive communication, Lean/Six Sigma
Preferred skills
Spanish (professional working proficiency), post-migration optimization, multi-platform CCaaS experience, conversational AI strategies
Technologies
Genesys Cloud, NICE CXone, Five9, Amazon Connect
Responsibilities
Lead comprehensive operational assessment across people, processes, and performance; Define future-state operating model including workforce deployment and routing; Develop prioritized optimization roadmap with business cases and ROI metrics; Establish KPI frameworks and governance models; Partner with leadership to redesign workflows and embed continuous improvement; Coach leadership teams on best practices; Serve as trusted advisor to executive stakeholders
Seniority
Senior, hands-on IC
