Shape contact center transformation strategies that redesign service experiences, leveraging AI, automation, and omnichannel engagement to improve customer satisfaction and operational performance
Conduct customer journey, call driver, and interaction analytics to uncover insights and identify opportunities for deflection, automation, and experience improvement
Design future-state contact center operating models, integrating people, process, and technology with AI-driven decisioning and intelligent routing capabilities
Lead and facilitate client workshops and stakeholder engagements, using data and GenAI-powered insights to align on transformation priorities and business outcomes
Support the development of business cases and financial models, quantifying value from automation (e.g., virtual agents, IVR modernization, agent assist) and efficiency gains
Contribute to AI-enabled service innovation, including conversational AI, agent copilots, knowledge management, and predictive service solutions
Collaborate with cross-functional teams (design, data, engineering) to translate strategy into implementation roadmaps and scalable transformation programs
Support business development efforts, crafting proposals and thought leadership around next-generation contact center solutions and AI-driven service transformation

5+ years of experience in consulting roles focused on contact center, customer service, or CX transformation, with exposure to service operations and digital transformation
Experience with AI/GenAI applications in customer service, such as chatbots, virtual agents, agent assist tools, or intelligent call routing
Strong analytical and problem-solving skills, with experience leveraging data, analytics, or AI-driven insights to inform service design and operational improvements
Experience designing or contributing to contact center operating models, service strategies, or transformation programs
Ability to communicate complex ideas clearly to senior stakeholders, with strong storytelling, presentation, and workshop facilitation skills
Proven ability to operate in fast-paced, ambiguous environments, driving structured thinking and delivering high-impact outcomes

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Senior Consultant, Contact Center Transformation

Key skills