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Contact Center Consultant

Virtual - employee or contract (80% Travel)


We are looking for the right Sr. Consultants/Consultants to join our team. Our Consultants work with clients throughout the strategic transformation lifecycle-from designing an organization's vision and developing corresponding strategies to executing those strategies and changing the way the organization works. We now seek highly qualified, seasoned professionals to join our industry-leading team.


Individual Contributor/Lead
  • Serves as a Subject Matter Expert to project teams in one or more of the following areas (process and technology):
    • Customer Service/Contact Centers/Call Centers Contact Center Optimization
    • Workforce Management (WFM)/Workforce Management Optimization
  • Helps clients to conceptualize and design new or better customer strategies that drive revenue expansion and/or cost reduction efforts
  • Demonstrates knowledge of Marketing/Sales/Service Industry, market and process best practices and analytical techniques in creating new insights to drive recommendations
Market / Capabilities Building
  • Provides thought leadership expertise in customer care processes, organization design, information technology strategy and implementation, performance metrics and change management techniques
  • Assists with client delivery, building and maintaining a network of professional and client relationships within the customer solutions practitioner community
  • Leverages and improves intellectual capital, frameworks and methodologies
  • Assists in the execution of market strategies for well defined client organizations of strategic importance to the firm
Team Leadership / People Development
  • Demonstrates creative insights to client problems
  • Works closely with client and project team members to generate practical solutions and ensures clients assume the ownership required for successful implementation
Executive Leadership/Building the Institution
  • Creates intellectual capital
  • Contribute to the development of new service offerings


Minimum of 4 years of relevant functional work experience in a consulting firm or industry role (with consulting experience at a Tier 1 firm highly preferred), showing progressive advancement and a record of achievement. Understanding of one of the following solutions:
  • Primary
    • Contact Center Optimization
    • Workforce Management Solutions
    • Customer Experience Design/enablement
    • Self-service Strategy
    • Customer Care Strategy
  • Secondary
    • CRM Strategy
    • CRM vendor selection/solution design (including knowledge of one of the following applications: Oracle CRM (Siebel);; Pegasystems; SAP CRM)
    • Workforce Management vendor selection/solution design
    • Contact Center vendor selection/solution design


  • Some experience in Contact Center Assessment and Opportunity Improvement Planning
  • Strong overall leadership and facilitation skills
  • Strong oral, written presentation and communication skills
  • Serves as a Subject Matter Expert to project teams in one or more of the following areas:
    • Process, people management and technology
    • Customer Loyalty (insight, segmentation, treatments, marketing ROI, campaign mgmt, sales, touch points, analytics)
    • Customer Self Service Applications and Architecture (IVR, web, chat, email, collaboration technology)
    • Customer Call Mgmt (call reason analysis, skills based routing, IVR to agent handoff, agent to agent handoff, First Call Resolution techniques and metrics generation)
    • Customer Interaction Process Mgmt (call flow analysis and design, interaction types, scenario based customer care modeling, universal agent processes)
    • Contact Center Operations (Planning, Scheduling, Intra-day operations, vendor operations, quality mgmt, customer SAT surveys, performance & SLA reporting)
    • Agent and Team Lead Performance Mgmt (Desktop tools, interaction processes, reporting and dashboards, learning and knowledge mgmt, innovation and incubation)
    • Contact Center Competitive Analysis and Benchmarking
    • Customer Contact Data Mgmt (integrating feeds from IVR, ACD, vendor ACD, CRM applications, deploying quality assurance applications, survey applications, root cause analysis and performance reporting (metrics and benchmarking, trends analysis, ad hoc reporting)
    • Governance (PMO, vendor mgmt, contracts, SLAs, Financial Analytics, Change Mgmt and control) Channel Strategy and Contact Center Alignment
We offer a highly competitive compensation structure that will allow you to be rewarded for the contributions you make. If you thrive in an environment that is collaborative, challenging, and will provide you the opportunity to expand your skills – come talk to us. We’d welcome the opportunity to get to know you and allow you to learn more about us. We are an equal opportunity employer committed to providing a diverse environment. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications rquired of employees assigned to this job.