Contact Center Operations & Optimization Consultant
Core
Lead operational strategy and transformation for contact centers to convert investments into measurable business outcomes.
Role type
Senior IC Contact Center Operations & Optimization Consultant
Builds
Future-state operating models, optimization roadmaps, and KPI frameworks for contact centers
Domain
Contact Center Operations / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Contact center operating models, Workforce management, Routing strategies, Quality assurance, Customer journey design, Performance management, Operational governance, Change management, Business case development, Stakeholder alignment
Preferred skills
Collections/receivables background, Spanish proficiency, Post-migration optimization experience, Multi-platform CCaaS exposure, Conversational AI strategies
Technologies
Genesys Cloud, NICE CXone, Five9, Amazon Connect
Responsibilities
Lead comprehensive operational assessments across people, processes, and performance; Define future-state operating models and optimization roadmaps; Establish KPI frameworks and governance models; Partner with teams to redesign workflows and embed continuous improvement; Coach leadership on best practices; Serve as trusted advisor to executives
Seniority
Senior, hands-on IC
