Contact Center Operations & Optimization Consultant

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...