Job Description

Contact Center Transformation Consultant Career Opportunity

This is an exciting consulting position with our client who is a leader in the field of Contact Center solutions and platforms.

This position is focused on owning the customers business case and driving increased adoption and bottom-line ROI value of their solutions.

The ideal candidate brings a strong mix of consulting and operations experience to be positioned to lead customers through Contact Center transformations.

As a seasoned consultant in a technology company, one must possess a unique blend of business and technical savvy to lead the team to deliver bottom line business impact.

Candidates should be well experienced to act as a leading voice in maturing the customers business processes, and internally, maturing the methodology and delivery of the services aligned to customer needs.

This is a hands-on position where you are personally involved in direct consultative selling and delivery of strategic advisory engagements.

This consultant will work with multiple broad groups internally and must have proven ability to influence cross-functional teams with or without formal direct-line authority and be effective working within a matrixed organization.

Contact Center Transformation Consultant Role and Responsibilities

• Brings strong thought leadership to effectively evolve customer business operations
• Represents a consultative POV side X side solutions in presales cycles
• Owns customers Business Transformation Strategy
• Provides best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the offered solution(s)
• Designs change strategy across people, process & technology
• Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product engagements
• Builds long-term relationships with executives, becoming a trusted advisor
• Provides individual accountability toward assurance of customer value realization
• Identifies opportunities for additional engagements through service subscription renewals and business development
• Responsible for supporting our sales teams in creation of the CX transformation plan for the customer and effective positioning of our solutions and supporting Consulting Services
• Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients, and measurable business improvement
• Discover, identify, and create business cases for value of the product portfolio
• Lead consulting projects to drive process improvement and adoption of solutions
• Lead comprehensive organizational change management with customer
• Own and manage senior stakeholder relationships and ensure his / her active participation and sponsorship over the course of the engagement
• Organizes / guides application and domain business consultants through consulting program leadership with continuous alignment to product implementation
• Establish and monitor progress toward business success criteria for the portfolio
• Map business case into action items and solution design
• Align launch strategy with use case / value priorities securing stakeholder buy-in
• Provide input into technical project plan, overlaying strategic activities
• Single point of communication for business case activity and value realization
• Holds all parties (including customer) accountable to agreed plan / execution of actions
• Develop and deliver presentations with strategic recommendations for business impact via solutions to senior executives
• Develop repeat business opportunities via successful delivery and thought leadership
• Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain

Contact Center Transformation Consultant Required Skills and Qualifications

• 10 years of consulting experience related to Contact Center and CCaaS software and services
• Leadership experience in contact center strongly preferred
• Experience with contact center enterprise software, and specifically deep domain experience in IVR / Routing / ACD and Work Force Optimization preferred
• Excellent business and financial acumen
• Proven experience in business process improvement and CX Transformation
• Must have proven ability to independently and effectively handle senior executive stakeholders, provide thought leadership and gain strategic partnership
• Led project teams and demonstrated significant business outcomes
• Demonstrated experience with leading organizational change, governance and COES
• Certification or demonstrated expertise in organizational change management
• Multi-industry experience preferred
• Excellent verbal, written communication and presentation skills are a must
• Consulting firm or contact center BPO experience preferred
• Must be willing to travel up to 30%

Contact Center Transformation Consultant Education and Certifications

• Bachelors degree in a related discipline
• Six Sigma Certification or other Process Improvement Discipline preferred
• Change Management certification preferred

Job Requirements

Contact Center Transformation Consultant, Consulting, BPO, Contact Center, CCaaS, CX, ACD, IVR, WFO

Last updated : 2024-05-21