Contact Centre Transformation Consultant

Quick Overview:

• Location: Remote
• Start Date: Immediate openings available
• Position: Contact Centre Transformation Consultant
• Compensation: a competitive salary
• Company: Pathremotenetwfh

 

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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/RFP’s 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!

 

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.