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 measurable business outcomes with an accent on operational assessments, future-state operating models, and ROI metrics. Focus on leveraging CCaaS capabilities like AI and intelligent routing to optimize workforce deployment and customer engagement.

Location: Based in Málaga, Spain (Relocation program available); company maintains a Work From Anywhere culture.

Company

hirify.global is a global IT services and consulting company that supports 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 a prioritized optimization roadmap for 12- to 36-month horizons.
• Identify operational improvement opportunities leveraging Genesys Cloud capabilities, including AI, self-service, and omnichannel engagement.
• Establish KPI frameworks, governance models, and performance management processes.
• Partner with leadership to redesign workflows and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including training strategies and leadership coaching.

Requirements

• 10+ years of progressive 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, and customer journey design.
• Strong working knowledge of CCaaS platform capabilities (Genesys Cloud preferred).
• Familiarity with continuous improvement methodologies such as Lean, Six Sigma, or Kaizen.
• Must be based in or be able to relocate to Málaga, Spain.

Nice to have

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

Culture & Benefits

• Culture of Relentless Performance with a high project success rate.
• Comprehensive compensation package including health insurance.
• Relocation program to support candidates moving to the office location.
• Work from anywhere flexibility.
• Professional development via certification programs, mentorship, and internal mobility.
• Inclusive multicultural environment with regular team-building and social events.