Contact Center Innovation Director

1 day ago

Sydney, New South Wales, Australia beBeeTransformation Full time $150,000 - $180,000

Reimagine the Future of Customer Engagement

About This Role

This is an exciting opportunity to lead a team that will revolutionize the customer contact experience. As a Senior Transformation Lead, you will be responsible for driving end-to-end business outcomes under AIX practice and advancing strategic targets across revenue growth, operational efficiency, and knowledge management.

Key Responsibilities:
  • Develop and execute comprehensive transformation strategies for Contact Center operations.
  • Lead cross-functional teams to design and implement innovative solutions, leveraging cutting-edge technologies.
  • Represent the organization in industry events and conferences, showcasing expertise and thought leadership.
  • Drive business results through data-driven decision making and collaborative partnerships with stakeholders.
Requirements:
  • 10+ years of experience in senior leadership roles, driving large-scale transformation programs.
  • A deep understanding of Contact Center business processes (60%) and technology (40%).
  • Proven expertise in Contact Center transformation, CRM implementation (Salesforce or Microsoft), and conversational AI.
  • Familiarity with Genesys, Avaya, or AWS Connect highly desired.

We offer a dynamic work environment that fosters growth, innovation, and collaboration. You will have the opportunity to develop best-practice solutions, expand your skill set, and contribute to a global culture that values diversity and inclusion.

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