Foundever describes itself as a global leader in the customer experience (CX) industry. The company is on a mission to be the team and the solution behind the best customer experie
Digital Services Consultant
Location
United States
Posted
36 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Digital Services Consultant
Foundever
Role Description As a Consultant within our Digital Services organization, you will leverage your call center BPO expertise to drive the optimal utilization of digital solutions across customer service operations. You will work closely with cross-functional teams and stakeholders to assess current operations and technical stack utilization, then formulate recommendations to improve processes and systems. Primary Job Responsibilities - Translate KPIs into ROI and business value. - Quantify business value and ROI for CS solutions such as CCaaS/AI by linking technology capabilities to measurable outcomes such as AHT reduction, SLA improvement, cost savings, and revenue impact. - Document customer journeys across all touchpoints (live agent chat, phone calls, email, chatbot, voicebot, social media, etc.). - Review existing tools and systems, identifying gaps and proposing technological solutions to address operational issues. - Interview agents, site leader and QA to understand their view on processes and system interaction. - Analyze operating KPIs and translate insights into quantified business impact and ROI opportunities. - Manage stakeholder engagement, ensuring buy-in and active participation throughout the project lifecycle. - Design and run Design Workshops to improve processes, communications and reduce friction in those journeys. - Formalize and document “as is” and “to be” customer journeys aligned with newly implemented technologies such as voicebots, chatbots, conversational SMS, chat solutions, CRM, Knowledge Management, CCaaS, etc. - Define business rules to optimize customer interactions and enhance operational efficiency. - Develop and implement digital strategies where needed. - Co-design and develop reporting frameworks in collaboration with the client to track performance and value realization. - Support CCaaS project delivery activities as needed, including deliverables creation, testing and go live support. - Work closely with Professional Services, Program Managers, Customer Success, Solutions, Account Management, Business Development and Operations teams to ensure that business requirements are met in the solution design. - Ensure clear communication of project outputs and facilitate the integration of business requirements into the implementation. - Lead post-implementation reviews to evaluate the impact of the new tools and services, ensuring they are meeting performance KPIs and driving operational success. - Analyze post-implementation data, work with Continuous Improvement (CI) teams to assess results, and recommend adjustments or optimizations. Qualifications - Experience in BPO management, customer service operations, or continuous improvement with a strong understanding of performance levers such as contact flow distribution, workforce optimization, and training. - Experience with CCaaS platforms and understanding of contact center operations. - Exposure to AI-driven CX solutions (e.g. chatbots, voicebots, analytics) and their application in customer service environments. - Strong ability to quantify business impact (ROI, cost savings, efficiency gains) from CX and technology initiatives. - A passion for learning and improving how things are done. - Great communication skills—you’ll work with lots of different teams and customers, so being able to share ideas clearly is key. - Experience in Customer Journey mapping and workshop facilitation is a plus. - Fluency in English; other languages are a bonus. - Previous experience in operational management of customer service operations. - Previous positions held; Senior Ops Managers, Customer Success, Continuous Improvement, Professional Services, Consultant. Benefits - Competitive compensation package. - Excellent learning and development opportunities (AI, technology, evolving BPO landscape). - Growth opportunities within an expanding team. - Fully remote working available.
Related Guides
Related Categories
Related Job Pages
More Consultant Jobs
• Provide technical expertise and guidance in customers' network security and zero trust journey • Collaborate with sales teams to recommend and develop customer solutions within your assigned specialization • Present to customers as our expert at all levels in the customer hierarchy, from practitioner to senior leadership • Lead and support customer demonstrations that showcase our unique value proposition • Responsible for prospective customers and partners' Technical Validation projects based on best practices to ensure technical win in assigned opportunities • Architect solutions that will help our customers strengthen and simplify their security posture • Document high-level design and key use cases to ensure proper implementation and value realization of Palo Alto Networks solutions • Lead conversations about industry trends and emerging changes to the security landscape • Responsible for discussing and highlighting product alignment with customer requirements and differentiation • As the main technical point of contact for Network Security, assist and collaborate to respond effectively to RFIs/RFPs • Position Palo Alto Networks or Partner delivered services as appropriate to ensure proper implementation and value realization of Palo Alto Networks solutions • Discuss, with credibility, competitive offers in the marketplace and position ours as the best alternative
Support Center Consultant
PerfectServeAccelerating speed to care by optimizing provider schedules, streamlining clinical communication, and engaging patients.
• Consult with clients to discover and document needs, provide insight and guidance as clinical communication experts, and propose best practice solutions. • Design and configure high-quality applications that balance the needs of clinicians, patients, and PerfectServe. • Prioritize and manage many tasks simultaneously in a fast-paced environment. • Consistently exceed client expectations. • Engage clients through expert questioning and active listening to understand needs and issues. • Document requirements and proposed solutions in multiple formats (e.g., email, Lucid Chart, PowerPoint, Access, Tableau, etc.). • Configure high-quality solutions optimized for client self-administration and help center support. • Receive requests to cancel services, acting resourcefully to retain clients.
Title: Technical Software Consultant Location: 1100 Olive Way, Suite 850, Seattle, Washington, 98101 Full time Hybrid Compensation - $87.8K – $96.6K Transparent & equitable salary Our transparent pay structure means each level of employment carries a standard salary with the exception of geographic differentials. It also means each person is paid without bias for biological sex, sexual identity, gender identity, race, and more. The transparent pay scale allows for clear career planning. Our team members can view the pay structure and determine their potential promotion benefits. Department: Consulting Job Description: Pariveda is a North American-based, employee-owned professional services firm. We provide strategy and technology services across industries. As a mission-driven organization and Certified B Corp, we enable our clients to imagine and do more, whether it’s making next quarter’s goals or navigating the future. From ideas to impact, we help clients get better at what they do to improve people and profits. Learn more about our mission and culture as well as our recruitment process and interview prep. Pariveda is not your average professional services firm. Looking to join a team where you will be challenged and encouraged to grow your career in a supportive, purpose-driven environment? Explore a career with Pariveda, an employee-owned professional services firm that provides strategy and technology services—from idea to impact. We have been named by Glassdoor as a Best Place to Work seven times since 2017 and are currently looking for motivated individuals who are passionate about using technology to solve problems and help others succeed. To learn more about our culture and what you can expect at Pariveda, review our Findamentals – the behaviors that show who we are. You Can Expect To: As a Pariveda Consultant, you will work in small teams, collaborating with other Pariveda employees while partnering with clients to solve real business challenges in an agile, people-first way. - Grow your career with the support of a dedicated mentor and a clearly defined career path. You will be reviewed every 6 months and eligible for promotion every 12 months. - Try new things to develop yourself as a leader. Learn to estimate, gather requirements, develop, test, manage projects, architect and deliver. We do it all! - Explore a range of technologies including Cloud platforms like AWS, Azure, and Google Cloud, Data Engineering using Databricks and PySpark, and DevOps practices including CI/CD, Docker, and Terraform. Build AI and Generative AI solutions using RAG, LLMs on Azure OpenAI and AWS Bedrock, prompt engineering, and agent frameworks like LangChain, while developing in Python, Java, SQL, JavaScript, and .NET with exposure to modern web technologies like React and Angular - Utilize AI strategically to enhance client solutions, incorporating AI tools to streamline development, uncover insights, and accelerate delivery while clearly communicating the value, limitations, and ethical use of AI to clients and stakeholders. - Sharpen your professional communication skills. Create and present findings, solutions, and demos to audiences including senior executives and stakeholders. - Work within a hybrid model - Actively engage in our culture of continuous learning, community service, social gatherings, and personal and professional development. - Work with smart, humble, and supportive people. We Look For: - Passionate technologists with 1+ year of full-time software development experience - Lifelong learners for a passion for technology - Skilled problem solvers with the desire and proven ability to create innovative solutions - Flexible and adaptable attitude- Client, teams and technologies will change with each new challenge - Future technology leaders- Dynamic individuals energized by fast paced personal and professional growth - Professional communicators who can explain and present concepts to technical and non-technical audiences alike - Bachelor’s Degree in MIS, Computer Science, Math, Engineering or comparable experience - Legally authorized to work for any company in the United States without sponsorship Pariveda Benefits - Transparent and Equitable Salary. The entry level salary is $87,800 in our Seattle market. Actual salaries may vary based on factors including, but not limited to, location, experience, and performance. - Comprehensive medical, dental, and vision insurance for you and your family - Employer Health Savings Account (HSA) contribution - 2% 401(k), vested immediately - Company ownership through Employee Stock Ownership Plan (ESOP) - Plenty of Paid Time Off – 4 weeks of vacation time, 10 holidays, 1 floating holiday - Paid sabbatical after 5 years of service for Principals and above - Paid parental leave & breast milk shipping costs reimbursed for work travel - Employee Assistance Program (EAP), health concierge, and financial wellness tool - Company paid cell phone plan and device stipend - Life insurance - Short-Term and Long-Term Disability Pariveda Solutions aspires that our employee diversity is representative of the markets in which we serve. Employment decisions are based solely on merit and business needs and not on race, color, religion, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, marital status, national origin, citizenship status (if authorized to work in the country where the job is located), uniform service member, military or veteran status, ancestry, age (over 40), physical or mental disability including HIV or AIDS, medical condition, genetic information, political affiliation, or any other category protected by applicable federal, provincial, or local law. Our commitment to a welcoming, inclusive environment means we embrace applicants from all backgrounds. If you feel you may need an accommodation at any stage of our interview process due to a disability, please contact the Human Resources team at careandsupport@parivedasolutions.com or +1 844-325-2729, select option 3 and then option 1 Human Resources.
Reservations Consultant
Travel + Leisure Co.Travel + Leisure Co. seeks to transform vacation inspiration into tangible, memorable experiences by operating a diverse portfolio of leisure travel products an
• Undertake inbound and outbound call activity as directed • Achieve Service Levels as outlined by Member Services Management including; adherence, service levels, acceptance levels, and quality assurance; as directed • Achieve revenue targets and service benchmarks as set by Member Services management • Ensure relevant documentation is accurately completed and delivered to members in a timely manner • Process transactions, including Weeks, Points, and/or Travel, accurately through to completion • Actively participate in team meetings, teambuilding activities and industry functions and events as required • Any other duties as required and/or directed

