CX Management Consultant

1 month ago
Full-time
Senior
Project and Program Management
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982

Description

  • Serve as a trusted advisor on contact center operations, CX strategy, and AI enablement.
  • Work with consulting teams to design and operationalize people, process, and technology solutions.
  • Organize and facilitate working sessions and workshops with key stakeholders.
  • Define strategy and elicit business requirements from clients and internal teams.
  • Synthesize engagement findings into current-state assessments, gap analyses, roadmaps, and business cases.
  • Author and deliver presentations to client stakeholders and executive leadership.
  • Use data to develop business cases for AI and digital solutions.
  • Contribute to the design and continuous improvement of consulting methods, frameworks, and artifacts.
  • Participate in personal growth and professional development activities.

Requirements

  • 5–7 years of experience, preferably in contact center operational leadership.
  • Bachelor’s degree required.
  • Familiarity with CX cloud hyperscalers such as Amazon, Microsoft, and Google (preferred).
  • Experience with AI solutions, Genesys, and CRM platforms such as Salesforce and ServiceNow (preferred).
  • Ability to think on your feet and facilitate one-on-one and small group working sessions.
  • Exceptional verbal and written communication skills.
  • Proven ability to present complex topics to executive leadership and connect business and technical perspectives.
  • Experience providing high-level strategic advisory and developing business cases for enterprise initiatives.
  • Ability to thrive in a remote, team-oriented, high-demand, fast-paced environment.

Benefits

  • $105,000–$130,000 annual salary.
  • Eligible for an annual incentive program.
  • Medical, dental, and vision coverage.
  • Tax-advantaged health care accounts.
  • Financial and income protection benefits.
  • Paid time off (PTO).
  • Wellness time off.

Interested in this position?

Apply directly on the company website

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