Job Summary

A business solutions company is seeking a Remote CCaaS Digital Transformation Principal Business Consultant.

Core Responsibilities Include:

• Establish credibility and rapport and maintain trusted advisory relationships with stakeholders from the C-level down
• Elicit business requirements and objectives from clients and stakeholders
• Assist with the development of business cases, project proposals, and SOWs as part of new consulting engagements

Required Skills:

• Bachelor's degree in related field or equivalent work experience required
• 15+ years of external strategic business consulting in contact centers
• 15+ years of experience working in the contact center industry in large scale enterprise-wide transformational engagements
• 10+ years of SaaS / CCaaS consulting experience
• Experience with IVR optimization techniques, e.g. containment, self-service, auto-agent, BOTs, etc
• Experience with organizational change management methodologies and digital transformation strategy