Contact Center Operations Consultant

Job Summary

Leading the operational strategy for contact center transformation, the full-time Contact Center Operations & Optimization Consultant will assess current operations, define future-state models, and develop optimization roadmaps while working remotely.

Key responsibilities:

• Conduct comprehensive operational assessments across people, processes, and performance management
• Define future-state operating models and develop prioritized optimization roadmaps with clear business cases and expected outcomes
• Establish KPI frameworks and partner with operations leadership to redesign workflows and implement continuous improvement practices

Required qualifications:

• 10+ years of experience in contact center operations, including senior leadership and operational strategy roles
• Deep expertise in contact center operating models, including workforce management and customer journey design
• Strong knowledge of Genesys Cloud capabilities for identifying business opportunities and defining requirements
• Proven ability to translate business strategy into operational transformation and measurable outcomes
• Experience leading change management and organizational adoption initiatives