Contact Center Operations & Optimization Consultant (Genesys Cloud)

TL;DR

Contact Center Operations & Optimization Consultant (Genesys Cloud): Leading strategic operational transformation for enterprise contact centers with an accent on defining future-state operating models, workforce deployment, and customer experience roadmaps. Focus on translating platform capabilities into measurable business outcomes, stakeholder alignment, and driving organizational adoption of continuous improvement practices.

Location: Remote (Global)

Company

hirify.global is a global IT services and consulting firm that supports digital transformation for large enterprises, driven by a culture of relentless performance and a 99% project success rate.

What you will do

• Lead comprehensive operational assessments across people, processes, and performance management.
• Define future-state operating models, including routing strategies and workforce engagement.
• Develop prioritized optimization roadmaps with clear business cases and ROI metrics.
• Identify and implement improvements leveraging Genesys Cloud capabilities like AI, self-service, and omnichannel engagement.
• Establish KPI frameworks, governance models, and operational review structures.
• Lead change management initiatives, including leadership coaching and operational enablement.

Requirements

• 10+ years of progressive experience in contact center operations, strategy, or transformation.
• Deep expertise in operating models, including routing, workforce management, and customer journey design.
• Strong working knowledge of CCaaS solutions (e.g., Genesys Cloud) to define business requirements.
• Proven ability to translate business strategy into measurable operational outcomes.
• Excellent stakeholder management and executive communication skills.
• Familiarity with continuous improvement frameworks like Lean or Six Sigma.

Nice to have

• Professional working proficiency in Spanish.
• Experience leading post-migration optimization initiatives.
• Exposure to multiple CCaaS platforms such as NICE CXone, Five9, or Amazon Connect.
• Familiarity with conversational AI and customer journey orchestration.

Culture & Benefits

• Work From Anywhere culture with high flexibility.
• Comprehensive compensation and benefits package including health insurance.
• Strong focus on professional development, certifications, and mentorship.
• Inclusive, multicultural environment with a focus on social sustainability.
• Collaborative projects for top global clients.