Contact Center Operations & Optimization Consultant

Role Overview

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions Intelligent routing Workforce engagement management Analytics and reporting Omnichannel customer engagement
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Requirements

• 10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles.
• Deep expertise in contact center operating models, including: Routing strategies Workforce management Self-service and channel strategy Quality assurance and coaching Customer journey design Performance management Operational governance
• Strong working knowledge of Contact Center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate effectively with technical teams.
• Hands-on platform configuration experience is not required.
• Proven ability to translate business strategy into operational transformation and measurable business outcomes.
• Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations.
• Demonstrated success leading operational transformation and process improvement initiatives, delivering measurable improvements in efficiency, customer experience, employee experience, or cost optimization.
• Excellent stakeholder management and executive communication skills.
• Experience leading change management and organizational adoption initiatives.
• Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks.
• Nice to have: Professional working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation.
• Experience leading post-migration optimization initiatives following like-for-like CCaaS implementations.
• Exposure to multiple CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.
• Experience building or maturing workforce management, quality management, or performance management practices.
• Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies.

Tech Stack

• Cloud

Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.