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.Responsibilities: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 solutionsIntelligent routingWorkforce engagement managementAnalytics and reportingOmnichannel customer engagementTranslate 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.
