Contact Center Operations & Optimization Consultant (CCaaS)

TL;DR

Contact Center Operations & Optimization Consultant (CCaaS): Defining and driving operational strategy to convert contact center investments into business outcomes with an accent on operational assessments, future-state operating models, and ROI metrics. Focus on leveraging Genesys Cloud capabilities, redesigning workflows, and leading change management for organizational adoption.

Location: Europe, Spain (Relocation program available)

Company

hirify.global is a global IT services and consulting company supporting digital transformation for some of the world's largest enterprises.

What you will do

• Lead comprehensive operational assessments across people, processes, performance management, and customer experience.
• Define the future-state contact center operating model and develop a prioritized optimization roadmap with clear ROI metrics.
• Identify improvement opportunities using Genesys Cloud, focusing on AI, self-service, intelligent routing, and WFM.
• Translate business opportunities into clear operational requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and operational review structures.
• Lead change management, user adoption initiatives, and coach leadership teams on best practices.

Requirements

• 10+ years of progressive experience in contact center operations, including senior leadership or operational strategy.
• Deep expertise in routing strategies, workforce management (WFM), and customer journey design.
• Strong working knowledge of CCaaS platform capabilities (specifically Genesys Cloud) to define business requirements.
• Proven ability to translate business strategy into measurable operational transformation.
• Excellent stakeholder management and executive communication skills.
• Familiarity with continuous improvement methodologies such as Lean, Six Sigma, or Kaizen.

Nice to have

• Professional working proficiency in Spanish.
• Experience leading post-migration optimization for CCaaS implementations.
• Exposure to other platforms like NICE CXone, Five9, or Amazon Connect.
• Experience maturing quality management or performance management practices.
• Familiarity with conversational AI and customer journey orchestration.

Culture & Benefits

• Culture of Relentless Performance with a high project success rate.
• Competitive compensation package including health insurance.
• Relocation program available for eligible candidates.
• Flexible "Work From Anywhere" remote culture.
• Professional development opportunities, including certification programs and mentorship.
• Inclusive, multicultural environment collaborating on global projects.