Job Description

Contact Center Portfolio Consultant Career Opportunity

This is an exciting consulting career opportunity with our client who is a global leader in the field of Contact Center solutions and platforms that is focused on owning customers business cases and driving increased adoption and bottom-line ROI value of implemented solutions.

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

As a seasoned consultant in a leading technology company, one must possess a unique blend of business, subject matter expertise, and technical savvy to lead the team to deliver bottom line business impact via our software solutions.

Candidates should be well experienced to act as a leading voice in maturing our value realization services methodology and delivery of the services.

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

This consultant will work with multiple broad groups 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 Portfolio Consultant Role and Responsibilities

• Provides best practice guidance to ensure customer fully optimizes their business processes and maximizes the full potential of the offered solution(s)
• Designs change strategy across people, processes and technology
• Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects
• Builds long-term relationships with customers, becoming a trusted advisor
• Organizes and guides application and domain business consultants through program leadership
• Provides individual accountability toward assurance of customer value realization
• Identifies opportunities for additional engagements through service subscription renewals and business development
• 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 ensure business readiness for optimal adoption and utilization of solutions across the enterprise
• Lead complete, comprehensive organizational change management with customer during engagements
• Own and manage senior stakeholder relationship and ensure his / her active participation and sponsorship over the course of the engagement
• Manage consulting program with continuous alignment with entire product implementation program
• Establish and monitor progress toward business success criteria for each product and BU
• Map business case into action items and solution design
• Align launch strategy with use case and value priorities
• Secure buy-in from different stakeholders (Internal and External)
• Provide input into technical project plan, overlaying VRS activities
• Single point of communication for business case activity and value realization
• Hold all parties (customer included) accountable to agreed plan and pushes execution of action items
• Expertly handle large scale customer engagements and the VRS Program with Customers
• Provide expert guidance and deliver strong advisory best practice Project Management and consulting.
• Develop and deliver presentations with strategic recommendations for business impact via solution(s) to senior executives
• Develop repeat business opportunities via successful delivery, credibility and thought leadership
• Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain

Contact Center Portfolio Consultant Required Skills and Qualifications

• 5 years of experience in the Contact Center and CCaaS solutions and services space
• 5 years of leadership experience in a Contact Center environment preferred
• Experience with contact center enterprise software, and specifically deep domain experience in Digital / Unassisted Self-Service channels (i.

e., Google Dialog Flow)

• Generative AI in the customer service domain a plus
• IVR / Routing / ACD, Work Force Management and / or Quality Management preferred
• Experience in business process improvement and Customer Success
• Proven ability to independently and effectively handle senior executive audience and stakeholders, provide thought leadership and gain strategic partnership
• Led project teams and demonstrated operational performance improvements with significant benefit.
• Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes
• 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 Portfolio Consultant Education and Certifications

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

Job Requirements

Last updated : 2024-05-19