Contact Center Operations & Optimization Consultant

TL;DR

Contact Center Operations & Optimization Consultant: Define and drive the operational strategy that converts contact center investment into measurable business outcomes with an accent on future-state operating model design, workforce and routing strategy, and KPI/ROI frameworks. Focus on building a transformation roadmap across 12-, 24-, and 36-month horizons and translating business opportunities into operational requirements for technical delivery teams.

Location: Florida City, FL, USA

Company

hirify.global is a global IT services and consulting company supporting digital transformation for enterprise clients.

What you will do

• Lead an end-to-end operational assessment across people, processes, performance management, and customer experience.
• Design the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management.
• Build a prioritized optimization roadmap with business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify improvement opportunities using Genesys Cloud capabilities (AI/self-service, intelligent routing, workforce engagement management, analytics/reporting, omnichannel engagement).
• Translate business opportunities into operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes; lead change management and adoption.

Requirements

• 10+ years of progressive experience in contact center operations, senior leadership, operational strategy, or transformation roles.
• Deep expertise in contact center operating models: routing strategies, workforce management, self-service/channel strategy, quality assurance/coaching, customer journey design, performance management, and operational governance.
• Strong working knowledge of CCaaS capabilities to identify business opportunities and define requirements (hands-on platform configuration not required).
• Proven ability to translate business strategy into operational transformation with measurable outcomes (efficiency, customer/employee experience, or cost optimization).
• Strong analytical and storytelling skills to synthesize data into actionable executive recommendations.
• Experience leading change management and organizational adoption initiatives.

Nice to have

• Professional working proficiency in Spanish for facilitating workshops, interviewing stakeholders, and preparing documentation.
• Experience with post-migration optimization after like-for-like CCaaS implementations.
• Exposure to multiple CCaaS platforms (Genesys Cloud, NICE CXone, Five9, Amazon Connect).
• Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies.

Culture & Benefits

• Relentless Performance culture with a high project success rate.
• Competitive pay and benefits, including health insurance, plus a relocation program.
• Work-from-anywhere flexibility.
• Growth mindset support: professional development, certification programs, mentorship, and internal mobility.
• Global impact and multicultural environment with regular team-building events.

Hiring process

• Interviews focused on operational transformation experience, CCaaS/Genesys Cloud knowledge, and stakeholder communication.
• Discussion of approach to building operating models, roadmaps, and KPI/ROI frameworks.