Contact Center Operations & Optimization Consultant

Contact Center Operations & Optimization Consultant

Full-time

About the role

We are seeking a Contact Center Operations & Optimization Consultant to lead the next phase of transformation by defining and driving the operational strategy that converts our contact center investment into measurable business outcomes.

Responsibilities

• 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.

Qualifications

• 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.
• Demonstrated 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.