Contact Center Operations & Optimization Consultant

🕒 May 30

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• 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.

🎯 Requirements

• 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. • Nice to have: 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 comes with remote work. • Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. • Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. • Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. • Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.