Contact Center Transformation Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeStrategist Full time $123,000 - $193,419
Senior Contact Center Strategist

We are seeking an experienced Senior Contact Center Strategist to lead our transformation initiatives. As a key member of our team, you will be responsible for driving end-to-end KPIs for our Contact Center offering.

The ideal candidate will have a strong understanding of the Contact Center ecosystem, including critical capabilities like CRM, IVR, and Self-Service. They should be able to manage people plans across the entire lifecycle, design and rollout new sub-offerings with likely demand in the market, and represent us at relevant events.

Responsibilities:

  • Develop and execute go-to-market plans for our Contact Center offering.
  • Lead people planning across the entire lifecycle.
  • Design and implement new sub-offerings based on market demand.
  • Represent us at industry events and conferences.

Requirements:

  • 10+ years of experience in senior roles within Contact Centers, driving and delivering transformation programs.
  • A good mix of knowledge: 60% Contact Center business processes, 40% Contact Center technology.
  • Must have Contact Center transformation experience and exposure to CRM (Salesforce or Microsoft) - preferably implemented Service Management at Contact Center.
  • Experience with Genesys or Avaya or AWS Connect with conversational AI implementation is preferred.

This is an exciting opportunity to join a globally diverse team, collaborate on innovative projects that drive business value, and develop your skills and advance your career in a dynamic consulting organization.

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