Senior Business Consultant (CX)

TL;DR

Senior Business Consultant (CX/CCaaS): Leading AI-led CX transformations and driving bottom-line ROI for customers with an accent on business case ownership and strategic advisory. Focus on designing change strategies across people, processes, and technology to ensure optimal software adoption.

Location: Germany (willingness to travel up to 30%)

Company

A global software leader in AI, cloud, and digital customer experience solutions used by over 25,000 businesses worldwide.

What you will do

• Lead strategic advisory engagements and own the business case for multi-tiered customer offerings.
• Design and execute comprehensive change strategies across people, processes, and technology.
• Drive process improvements and ensure business readiness for AI-led CX/CCaaS transformations.
• Manage senior stakeholder relationships and act as a trusted advisor for value realization.
• Perform financial, benefits, and impact analysis to create ROI models for specific domains.

Requirements

• Minimum 5 years of experience in consulting or industries served by hirify.global.
• Deep domain expertise in contact center software, specifically IVR, Routing, ACD, WFM, or Quality Management.
• Hands-on experience implementing AI/Digital products (e.g., Co-pilot, Autopilot) from a people and process perspective.
• Proven expertise in organizational change management and business process improvement.
• Fluency in English AND either French or German.
• Must be based in Germany and willing to travel up to 30%.

hirify.global-to-have">hirify.global to have

• Six Sigma Certification or other Process Improvement disciplines.
• Change Management certification.
• Experience within a consulting firm or contact center BPO.
• Multi-industry experience.

Culture & Benefits

• Opportunity to work with a market leader recognized as an innovation powerhouse in AI and cloud.
• Engagement with Fortune 100 corporations and a global team across 30+ countries.
• Ambitious, high-standard environment focused on challenging limits and achieving win-state results.
• Equal opportunity employer commitment.