Contact Center Senior Consultant

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.