Contact Center Operations & Optimization Consultant (Genesys Cloud)

TL;DR

Contact Center Operations & Optimization Consultant (Genesys Cloud): Defining and driving the operational strategy to convert contact center investments into measurable business outcomes with an accent on operational assessment, workforce deployment, and capability improvements. Focus on designing future-state operating models, developing ROI-driven optimization roadmaps, and implementing AI-powered self-service solutions.

Location: Warsaw, Poland or Remote (Work From Anywhere). Relocation program available.

Company

hirify.global is a global IT services and consulting company that supports digital transformation for large enterprises by combining enterprise and start-up innovation.

What you will do

• Lead comprehensive operational assessments across people, processes, and customer experience.
• Define the future-state contact center operating model, including workforce deployment and routing strategies.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, and ROI metrics.
• Identify improvement opportunities leveraging Genesys Cloud capabilities, such as AI, intelligent routing, and omnichannel engagement.
• Establish KPI frameworks, governance models, and performance management processes.
• Lead change management and user adoption initiatives, including training and leadership coaching.

Requirements

• 10+ years of experience in contact center operations, including senior leadership or transformation roles.
• Background in collections, receivables, or credit recovery.
• Deep expertise in routing strategies, workforce management (WFM), and customer journey design.
• Strong working knowledge of CCaaS capabilities sufficient to define business requirements.
• Proven success in delivering measurable improvements in efficiency, customer experience, or cost optimization.
• 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 initiatives following CCaaS implementations.
• Exposure to other CCaaS platforms like NICE CXone, Five9, or Amazon Connect.
• Experience maturing WFM or quality management practices.
• Familiarity with conversational AI and self-service automation.

Culture & Benefits

• Work From Anywhere culture providing significant remote work flexibility.
• Comprehensive compensation and benefits package, including health insurance.
• Dedicated relocation program.
• Professional development opportunities, including certification programs and mentorship.
• Inclusive, multicultural environment with regular team-building events.