Contact Center Operations & Optimization Consultant

TL;DR

Contact Center Operations & Optimization Consultant: Leading strategic transformation for contact center operations with an accent on defining future-state operating models, workforce deployment, and customer engagement strategies. Focus on driving measurable business outcomes, stakeholder alignment, and building optimization roadmaps leveraging modern CCaaS platforms like Genesys Cloud.

Location: Remote (Global). Must be based in or willing to relocate to Madrid, Spain.

Company

hirify.global is a global IT services and consulting firm that drives digital transformation for large enterprises through a culture of relentless performance and innovation.

What you will do

• Conduct comprehensive operational assessments across people, processes, and performance management.
• Define future-state operating models including routing strategies and workforce deployment.
• Develop prioritized optimization roadmaps with clear business cases and ROI metrics.
• Translate business opportunities into operational requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and continuous improvement structures.
• Lead change management and coach leadership teams on operational best practices.

Requirements

• 10+ years of progressive experience in contact center operations, strategy, or transformation.
• Deep expertise in operating models, routing, workforce management, and customer journey design.
• Strong knowledge of CCaaS platform capabilities (e.g., Genesys Cloud) to define business requirements.
• Proven ability to translate business strategy into measurable operational outcomes.
• Professional working proficiency in Spanish is highly preferred for stakeholder facilitation.
• Strong analytical, storytelling, and executive communication skills.

Nice to have

• Experience with NICE CXone, Five9, or Amazon Connect.
• Familiarity with conversational AI and self-service automation strategies.
• Certification or experience in Lean, Six Sigma, or Kaizen methodologies.
• Experience leading post-migration optimization initiatives.

Culture & Benefits

• Work from anywhere culture with high flexibility.
• Comprehensive compensation package including health insurance.
• Relocation program support.
• Extensive professional development, certification, and mentorship opportunities.
• Inclusive, multicultural environment with a focus on social sustainability.