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Contact Centre Transformation Specialist
2 months ago
We are seeking an experienced Contact Centre Transformation Specialist to lead the next generation transformation of our existing contact centre solutions. This role involves a comprehensive assessment of current state solutions across multiple geographies, business units, and brands, and the development of a future state vision that optimizes business and technology solutions.
Key Responsibilities:
- Conduct a current state assessment of existing contact centre solutions, including technical solutions, integrations, financial modelling, and change portfolio alignment.
- Develop a future state vision that includes centralized functions, optimized business solutions, and optimized technology stacks.
- Define the business case to support the contact centre transformation.
- Lead a geographically diverse team of onshore, nearshore, and offshore members.
Requirements:
- Expertise in Contact Centre as a Service (CCaaS) and experience in contact centre transformation.
- Strong business-facing skills and knowledge of financial business case development.
- Practical experience in all areas detailed above, demonstrable through the interview process.
About Cloud People:
We are a company that specializes in cloud-based solutions and services. We are looking for a talented individual to join our team and help us transform our contact centre solutions.
