Contact Center Strategy and Innovation Lead

2 weeks ago

Sydney, New South Wales, Australia beBeeTransformation Full time $180,000 - $225,000
Job Description

As a seasoned Contact Center Transformation Expert, you will be responsible for driving and delivering transformation programs that help organizations reimagine their future and create sustainable business value.

You will work closely with clients to design and implement customized solutions that address their complex business challenges. Your expertise in Contact Center ecosystem, CRM/IVR/Self Service, and AI-driven vision will be crucial in helping clients achieve their goals.

With a strong understanding of Contact Center business processes and technology, you will own the entire offering area, build and own go-to-market plans, and design new sub-offerings based on market demand.

Key responsibilities include:

  • Representing the organization at relevant events
  • Engaging with technology partners to build solution designs and project plans
  • Collaborating with cross-functional teams for successful project delivery

Benefits include great opportunities within a dynamically growing consulting organization, elaborate and deliver best practice solutions, and develop skills further.

The ideal candidate should have a minimum experience of 10+ years working as a senior SME in Contact Center, with a good mix of knowledge in Contact Center business processes (60%) and technology (40%).

Additional requirements include exposure to CRM (Salesforce or Microsoft) and preference for experience in Genesys or Avaya or AWS Connect with conversational AI implementation.

Absolutely essential qualifications include strong communication and presentation skills, ability to independently manage executive meetings, and people management skills with the ability to lead a team if needed.

Required Skills and Qualifications

The following are some of the key skills and qualifications required for this role:

  • Strong understanding of Contact Center ecosystem, CRM/IVR/Self Service, and AI-driven vision
  • Minimum 10+ years' experience as a senior SME in Contact Center
  • Good mix of knowledge in Contact Center business processes (60%) and technology (40%)
  • Exposure to CRM (Salesforce or Microsoft)
  • Preferable experience in Genesys or Avaya or AWS Connect with conversational AI implementation
  • Strong communication and presentation skills
  • Ability to independently manage executive meetings
  • People management skills with the ability to lead a team if needed
Benefits

Some of the benefits offered by this role include:

  • Great opportunities within a dynamically growing consulting organization
  • Elaborate and deliver best practice solutions
  • Develop skills further
Others

Other benefits and information about the role include:

  • Collaborative work environment
  • Interesting training opportunities
  • Opportunities for career growth and development

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