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.
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.
Requirements
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.
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 comHealth insuranceVision insurance
Additional Information
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.
This is a strategic, business-facing role rather than a technical implementation position. You will not be responsible for platform configuration. Instead, you will assess current operations, define the future-state operating model, and build a roadmap of process, workforce, and capability improvements. Internal and partner technical teams will execute the implementation, while you will own the operational vision, business case development, stakeholder alignment, and adoption strategy.
The ideal candidate is an experienced contact center operations leader with strong knowledge of modern CCaaS platforms - particularly Genesys Cloud - and a proven ability to translate platform capabilities into operational strategy, measurable value, and executive-level recommendations.
Miratech1 · New York, NY