TL;DR

Contact Center Senior Consultant: Shaping customer service transformation strategies aligned to broader enterprise goals with an accent on channel strategy, organizational structure and capability enablement. Focus on enterprise-wide routing and interaction strategies that leverage intent, personalization, and AI to enhance customer journeys.

Location: Atlanta, Chicago, New York, San Francisco

Salary: $112,600 - $212,700

Company

%hirify_global% is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society.

What you will do

Partner with senior client stakeholders to shape customer service transformation strategies.
Design target operating models for contact centers and service functions.
Lead diagnostic assessments to identify performance gaps and transformation opportunities.
Develop enterprise-wide routing and interaction strategies that leverage intent, personalization, and AI.
Advise clients on digital deflection and self-service strategies.
Guide strategy and roadmap development for workforce transformation.

Requirements

5+ years of experience in management consulting, product management, and/or internal consulting with a focus on customer service, contact center, or service operations transformation.
Proven ability to engage and influence executive stakeholders and translate business vision into executable strategies.
Strong understanding of customer engagement trends, including omnichannel service, AI and automation, and experience design.
Familiarity with enabling platforms such as Genesys, NICE, Salesforce, or Amazon Connect is beneficial but not required.
Bachelor’s degree required; MBA or advanced degree strongly preferred.

Culture & Benefits

Paid time off based on employee grade: Vacation: 12-25 days, Company paid holidays, Personal Days, Sick Leave.
Medical, dental, and vision coverage.
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada).
Life and disability insurance.
Employee assistance programs.