Contact Center Consultant (10258)

Contact Center Business Consultant

We're looking for a business- and technology-oriented professional to join our team in a challenging and impactful role. This position involves working closely with leading enterprise customers to analyze, design, and optimize customer service and sales center processes.

What You'll Do

• Analyze and define business processes for customer service and sales contact centers.
• Gather business requirements and create Business & Functional Requirement Documents.
• Work directly with customers to understand their needs and deliver end-to-end solutions.
• Bridge the gap between business needs and technology, ensuring effective solution design.
• Support and accompany customer projects throughout the implementation lifecycle.

What We're Looking For

• Experience in business process analysis and requirements gathering for customer service and sales environments.
• Experience writing business and functional specification documents.
• Proven experience working directly with customers (experience with external clients is a strong advantage).
• Strong technical orientation and understanding of business applications and technology solutions.
• Experience with SQL and/or CRM platforms – an advantage.
• Previous experience in contact center operations (Team Leader, Shift Manager, Contact Center Manager, or similar) – an advantage.
• Valid driver's license – required.

Who You Are

A highly organized professional with excellent interpersonal and communication skills, a customer-centric mindset, commercial awareness, and the ability to lead cross-functional processes in a dynamic, multi-stakeholder environment.