Contact Center Operations & Optimization Consultant
2 days ago
Barcelona
ph3Contact Center Operations Optimization Consultant /h3 ul liFull-time /li /ul pMiratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full‑time professionals, and our annual growth rate exceeds 25%. /p pWe are seeking a bContact Center Operations Optimization Consultant /b to lead the next phase of transformation by defining and driving the operational strategy that converts our contact center investment into measurable business outcomes. /p pThis is a strategic, business-facing role rather than a technical implementation position. You will not be responsible for platform configuration. Instead, you will assess current operations, define the future-state operating model, and build a roadmap of process, workforce, and capability improvements. Internal and partner technical teams will execute the implementation, while you will own the operational vision, business case development, stakeholder alignment, and adoption strategy. /p pThe ideal candidate is an experienced contact center operations leader with strong knowledge of modern CCaaS platforms – particularly Genesys Cloud – and a proven ability to translate platform capabilities into operational strategy, measurable value, and executive-level recommendations. /p h3Responsibilities /h3 ul liLead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration. /li liDefine the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons. /li liDevelop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics. /li liIdentify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: ul liAI and self-service solutions /li liIntelligent routing /li liWorkforce engagement management /li liAnalytics and reporting /li liOmnichannel customer engagement /li /ul /li liTranslate business opportunities into clear operational and business requirements for technical delivery teams. /li liEstablish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures. /li liPartner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices. /li liLead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement. /li liCoach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization. /li liServe as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes. /li /ul h3Qualifications /h3 ul li10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles. /li liDeep expertise in contact center operating models, including: ul liRouting strategies /li liWorkforce management /li liSelf-service and channel strategy /li liQuality assurance and coaching /li liCustomer journey design /li liPerformance management /li liOperational governance /li /ul /li liStrong 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. /li liProven ability to translate business strategy into operational transformation and measurable business outcomes. /li liStrong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations. /li liDemonstrated success leading operational transformation and process improvement initiatives, delivering measurable improvements in efficiency, customer experience, employee experience, or cost optimization. /li liExcellent stakeholder management and executive communication skills. /li liExperience leading change management and organizational adoption initiatives. /li liFamiliarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks. /li /ul h3Nice to have /h3 ul liProfessional working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation. /li liExperience leading post-migration optimization initiatives following like-for-like CCaaS implementations. /li liExposure to multiple CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect. /li liExperience building or maturing workforce management, quality management, or performance management practices. /li liFamiliarity with conversational AI, self-service automation, and customer journey orchestration strategies. /li /ul h3We offer /h3 ul libCulture of Relentless Performance: /b join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. /li libCompetitive Pay and Benefits: /b enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. /li libWork From Anywhere Culture: /b make the most of the flexibility that comes with remote work. /li libGrowth Mindset: /b reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. /li libGlobal Impact: /b collaborate on impactful projects for top global clients and shape the future of industries. /li libWelcoming Multicultural Environment: /b 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. /li libSocial Sustainability Values: /b join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. /li /ul pMiratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. /p /p #J-18808-Ljbffr