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 workforce deployment, routing strategy, and customer engagement. Focus on translating platform capabilities into operational value, developing ROI-driven roadmaps, and leading organizational change management.

Location: Remote (Work from Anywhere); relocation to Romania is available

Company

A global IT services and consulting company supporting digital transformation for large enterprises across 5 continents.

What you will do

• Lead comprehensive operational assessments across people, processes, and performance management.
• Define the future-state contact center operating model and a prioritized optimization roadmap with clear ROI metrics.
• Identify improvement opportunities using Genesys Cloud capabilities, including AI, self-service, and intelligent routing.
• Establish KPI frameworks, governance models, and operational review structures.
• Redesign workflows and lead change management initiatives to embed continuous improvement practices.
• Serve as a trusted advisor to executive stakeholders regarding business outcomes and operational risks.

Requirements

• 10+ years of progressive experience in contact center operations, senior leadership, or transformation roles.
• Background in collections, receivables, or credit recovery.
• Deep expertise in routing strategies, workforce management, and customer journey design.
• Strong working knowledge of CCaaS capabilities (specifically Genesys Cloud) to define business requirements.
• Proven ability to translate business strategy into measurable operational outcomes.
• 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 multiple platforms such as NICE CXone, Five9, or Amazon Connect.
• Experience building workforce or quality management practices.

Culture & Benefits

• Work From Anywhere culture providing high flexibility for remote work.
• Comprehensive compensation package including health insurance.
• Availability of a relocation program.
• Professional development through certification programs, mentorship, and internal mobility.
• Multicultural environment with opportunities to collaborate on global projects.