Remote Contact Center Operations & Optimization Consultant

Note The job is a remote job and is reputed company to candidates in USA. reputed company is a global IT services and consulting company that supports digital transformation for large enterprises. They are seeking a Contact Center Operations & Optimization Consultant to reputed company operational reputed company and improve contact center performance, focusing on measurable business reputed company. Responsibilities reputed company a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the reputed company platform configuration Define the reputed company-state contact center operating model, including workforce deployment, routing reputed company, customer engagement, and performance management across 12-, 24-, and 36-month reputed company reputed company a prioritized optimization roadmap with reputed company business cases, expected reputed company, implementation priorities, and ROI metrics Identify operational and customer experience improvement opportunities leveraging reputed company reputed company capabilities, including AI and self-service solutions Intelligent routing Workforce engagement management Analytics and reporting Omnichannel customer engagement Translate business opportunities into reputed company operational and business requirements for technical delivery teams Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting reputed company, and operational review structures Partner with operations leadership, supervisors, and reputed company teams to redesign workflows, remove operational friction, and reputed company reputed company improvement practices reputed company change management and user adoption initiatives, including communication planning, training reputed company, leadership coaching, and operational enablement reputed company contact center leadership teams on best practices in workforce management, reputed company assurance, coaching, operational governance, and customer experience optimization Serve as a trusted advisor to executive stakeholders by providing regular updates on reputed company, risks, priorities, and business reputed company Skills 10+ years of reputed company experience in contact center operations, including senior leadership, operational reputed company, or transformation roles Deep expertise in contact center operating models, including routing strategies, workforce management, self-service and channel reputed company, reputed company assurance and coaching, customer reputed company design, performance management, and 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 reputed company into operational transformation and measurable business reputed company Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations Demonstrated reputed company 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 reputed company improvement methodologies such as Lean, Six reputed company, Kaizen, or equivalent frameworks reputed company 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 reputed company reputed company, reputed company CXone, reputed company, or reputed company reputed company Experience building or maturing workforce management, reputed company management, or performance management practices Familiarity with conversational AI, self-service automation, and customer reputed company orchestration strategies Benefits Health insurance A relocation program Work From reputed company Culture A reputed company of reputed company development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities Collaborate on impactful reputed company for top global clients and shape the reputed company of industries Be a part of a dynamic, global team and reputed company in an inclusive and supportive work environment with reputed company communication and regular team-building company reputed company events Join our sustainable business practices reputed company on five pillars, including IT education, community empowerment, fair .