Helping Visionaries Change the World
Contact Center Operations Consultant
Location
United States
Posted
16 days ago
Salary
0
Seniority
Lead
Job Description
Contact Center Operations Consultant
Miratech
• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience • Define the future-state contact center operating model • 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 • Establish KPI frameworks, governance models, and performance management processes • Partner with operations leadership, supervisors, and frontline teams to redesign workflows • Lead change management and user adoption initiatives • Coach contact center leadership teams on best practices • Serve as a trusted advisor to executive stakeholders
Job Requirements
- 10+ years of progressive experience in contact center operations
- Deep expertise in contact center operating models
- Strong working knowledge of Genesys Cloud capabilities
- Proven ability to translate business strategy into operational transformation
- Strong analytical, problem-solving, and storytelling skills
- Demonstrated success leading operational transformation and process improvement initiatives
- Experience leading change management and organizational adoption initiatives
- Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen
- Professional working proficiency in Spanish is a plus
- Experience with multiple CCaaS platforms like NICE CXone, Five9, or Amazon Connect is nice to have
- Experience in building or maturing workforce management, quality management, performance management practices is a plus
Benefits
- Health insurance
- Relocation program
- Remote work
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility and internship opportunities
- Inclusive and supportive work environment
- Team-building company social events
- Sustainable business practices
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