Transformation consultant

This position is focused on owning the customers business case and driving increased adoption and bottom-line ROI value of their solutions.

The ideal candidate brings a strong mix of consulting and operations experience to be positioned to lead customers through Contact Center transformations.

As a seasoned consultant in a technology company, one must possess a unique blend of business and technical savvy to lead the team to deliver bottom line business impact.

Candidates should be well experienced to act as a leading voice in maturing the customers business processes, and internally, maturing the methodology and delivery of the services aligned to customer needs.

This is a hands-on position where you are personally involved in direct consultative selling and delivery of strategic advisory engagements.

This consultant will work with multiple broad groups internally and must have proven ability to influence cross-functional teams with or without formal direct-line authority and be effective working within a matrixed organization.

Contact Center Transformation Consultant Role and Responsibilities Brings strong thought leadership to effectively evolve customer business operationsRepresents a consultative POV side X side solutions in presales cyclesOwns customers Business Transformation StrategyProvides best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the offered solution(s)Designs change strategy across people, process & technologyServes as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product engagementsBuilds long-term relationships with executives, becoming a trusted advisorProvides individual accountability toward assurance of customer value realizationIdentifies opportunities for additional engagements through service subscription renewals and business developmentResponsible for supporting our sales teams in creation of the CX transformation plan for the customer and effective positioning of our solutions and supporting Consulting ServicesResponsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients, and measurable business improvementDiscover, identify, and create business cases for value of the product portfolioLead consulting projects to drive process improvement and adoption of solutionsLead comprehensive organizational change management with customerOwn and manage senior stakeholder relationships and ensure his / her active participation and sponsorship over the course of the engagementOrganizes / guides application and domain business consultants through consulting program leadership with continuous alignment to product implementationEstablish and monitor progress toward business success criteria for the portfolioMap business case into action items and solution designAlign launch strategy with use case / value priorities securing stakeholder buy-inProvide input into technical project plan, overlaying strategic activitiesSingle point of communication for business case activity and value realizationHolds all parties (including customer) accountable to agreed plan / execution of actionsExpertly handle large scale engagements with customersDevelop and deliver presentations with strategic recommendations for business impact via solutions to senior executivesDevelop repeat business opportunities via successful delivery and thought leadershipIndependently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain Contact Center Transformation Consultant Required Skills and Qualifications 10 years of consulting experience related to Contact Center and CCaaS software and servicesLeadership experience in contact center strongly preferredExperience with contact center enterprise software, and specifically deep domain experience in IVR / Routing / ACD and Work Force Optimization preferredExcellent business and financial acumenProven experience in business process improvement and CX TransformationMust have proven ability to independently and effectively handle senior executive stakeholders, provide thought leadership and gain strategic partnershipLed project teams and demonstrated significant business outcomesDemonstrated experience with leading organizational change, governance and COESCertification or demonstrated expertise in organizational change managementMulti-industry experience preferredExcellent verbal, written communication and presentation skills are a mustConsulting firm or contact center BPO experience preferredMust be willing to travel up to 30% Contact Center Transformation Consultant Education and Certifications Bachelors degree in a related disciplineSix Sigma Certification or other Process Improvement Discipline preferredChange Management certification preferred #RT

Last updated : 2024-05-21