Hiring Now: Contact Centre Transformation Consultant
Job Highlights:
- Start Date: Immediate openings available
- Location: Remote
- Company: Workwarp
- Compensation: a competitive salary
- Position: Contact Centre Transformation Consultant
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 Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders Support and drive the digital transformation agenda for clients
 Utilize industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
 Creation of technical and resourcing business cases aligned to client objectives
 Present at leadership review sessions with Customer and Capgemini leadership
 Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
 Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments
 Build strong internal and external networks to enable future CX opportunities
 Consult with internal stakeholders across sector verticals to drive existing and new client engagements
 Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks
 Develop and deliver solutions by responding to client RFI/RFPÂs where Digital Transformation opportunities are present
Skills /Experience required
 Business Consulting with Professional Service organization
 Large-scale BPO transformation and/or Professional Services experience
 Experience of solutions for Contact Centers and digital channels
 Ability to create a client proposal utilizing various data points available
 Management of CX Consultants or Process Transformation/Improvement team
 Exposure / experience within commercial modelling and sizing
 Ability to create Contact Centre/CX solutions that support client objectives
 Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
 Clear understanding of deflection and automation techniques within the Contact Centre and CX space
 Design and help with functional requirements for development of the relevant CX solutions for implementation  e.g. chat bot, conversational AI
 Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
 Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
 Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
 Process Improvement methodologies
 A passion and desire to improve CX and support clients on their journey
 Experience improving customer journeys to improve CX outcomes
 Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
 Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice) Apply Job!
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