Note: The job is a remote job and is open to candidates in USA. Miratech is a global IT services and consulting company that supports digital transformation for large enterprises. They are seeking a Contact Center Operations & Optimization Consultant to lead operational strategy and improve contact center performance, focusing on measurable business outcomes.
Responsibilities
- Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration
- Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons
- Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics
- Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including:
- AI and self-service solutions
- Intelligent routing
- Workforce engagement management
- Analytics and reporting
- Omnichannel customer engagement
- Translate business opportunities into clear operational and business requirements for technical delivery teams
- Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures
- Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices
- Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement
- Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization
- Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes
Skills
- 10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles
- Deep expertise in contact center operating models, including routing strategies, workforce management, self-service and channel strategy, quality assurance and coaching, customer journey design, performance management, and operational governance
- Strong working knowledge of Contact Center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate effectively with technical teams. Hands-on platform configuration experience is not required
- Proven ability to translate business strategy into operational transformation and measurable business outcomes
- Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations
- Demonstrated success leading operational transformation and process improvement initiatives, delivering measurable improvements in efficiency, customer experience, employee experience, or cost optimization
- Excellent stakeholder management and executive communication skills
- Experience leading change management and organizational adoption initiatives
- Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks
- Professional working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation
- Experience leading post-migration optimization initiatives following like-for-like CCaaS implementations
- Exposure to multiple CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect
- Experience building or maturing workforce management, quality management, or performance management practices
- Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies
Benefits
- Health insurance
- A relocation program
- Work From Anywhere Culture
- A range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities
- Collaborate on impactful projects for top global clients and shape the future of industries
- Be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events
- Join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality
Company Overview