Senior Business Consultant, Global Contact Center Technology

Role Overview

• Serve as the primary business consultant for Global Contact Center Technology initiatives, supporting business stakeholders throughout the lifecycle of technology enhancements and transformational programs
• Lead coordination and alignment activities across Risk, Privacy, Legal, Compliance, Information Security, and Operational stakeholders to ensure technology initiatives meet enterprise governance requirements
• Partner closely with Canada Segment business units and leadership teams to assess impacts, identify risks, and facilitate approvals related to technology innovation and platform modernization efforts
• Collaborate with Product Owners, Architects, Engineers, and IT delivery squads to define business requirements, clarify priorities, and support successful implementation of technology solutions
• Analyze business processes, customer experiences, operational workflows, and technology capabilities to identify opportunities for optimization and innovation
• Facilitate workshops and working sessions with business and technical stakeholders to gather requirements, define outcomes, and build consensus across diverse partner groups
• Support business readiness, change management, testing, and implementation activities for new technologies and platform enhancements
• Monitor post-implementation outcomes, adoption metrics, and operational impacts to identify improvement opportunities and drive continuous optimization
• Act as a trusted advisor on Contact Center technologies, industry trends, emerging capabilities, and innovation opportunities that support organizational priorities
• Champion collaboration between business units and technology teams to ensure strategic initiatives deliver measurable business value while maintaining regulatory and governance standards

Requirements

• Strong understanding of Contact Center technologies, platforms, and operational processes within large-scale customer service environments
• Demonstrated experience working with technology delivery teams, Agile product organizations, and cross-functional stakeholders to implement business and technology solutions
• Knowledge of enterprise governance disciplines including Risk Management, Privacy, Legal, Compliance, Information Security, and regulatory review processes
• Experience supporting technology initiatives involving platforms such as Salesforce, AWS, Contact Center as a Service (CCaaS) solutions, Knowledge Management platforms, Virtual Assistants, Conversational AI, and Generative AI technologies
• Strong business analysis and consulting skills with the ability to assess impacts across people, process, technology, and governance domains
• Exceptional stakeholder management skills with the ability to influence decisions, navigate ambiguity, and build consensus across business and technology teams
• Strong written, verbal, and presentation skills with the ability to effectively communicate technical concepts to non-technical audiences and vice versa
• Experience facilitating workshops, requirement gathering sessions, governance reviews, and executive-level discussions
• Proven ability to manage multiple priorities and operate effectively within complex, matrixed organizations
• Experience with Agile delivery frameworks, business process improvement methodologies, and technology transformation programs is preferred

Tech Stack

• AWS

Benefits

• health, dental, mental health, vision, short
• and long-term disability, life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions)
• financial education and counseling resources
• generous paid time off program (up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time each year)