Contact Center Consultant (10258)
Posted 16 days ago · 0 applicants
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The role in plain words
This role involves working directly with enterprise customers to analyze, design, and optimize their customer service and sales contact center processes. The day-to-day responsibilities include gathering business requirements, writing functional specification documents, and supporting customer projects throughout their implementation lifecycle.
- Experience in business process analysis and requirements gathering for customer service and sales environments
- Experience writing business and functional specification documents
- Proven experience working directly with customers
- Strong technical orientation and understanding of business applications and technology solutions
- Valid driver's license
- Experience with SQL
- Experience with CRM platforms
- Previous experience in contact center operations (Team Leader, Shift Manager, Contact Center Manager, or similar)
Extracted from the job description · kept up to date automatically
Who this suits
This role suits professionals with experience in business process analysis, requirements gathering, and writing functional specifications for customer service or sales environments. It is less ideal for those without a valid driver's license or those who prefer not to work directly with external clients.
Full job description
Original listing · kept for referenceContact Center Business Consultant
We're looking for a business- and technology-oriented professional to join our team in a challenging and impactful role. This position involves working closely with leading enterprise customers to analyze, design, and optimize customer service and sales center processes.
What You'll Do
• Analyze and define business processes for customer service and sales contact centers.
• Gather business requirements and create Business & Functional Requirement Documents.
• Work directly with customers to understand their needs and deliver end-to-end solutions.
• Bridge the gap between business needs and technology, ensuring effective solution design.
• Support and accompany customer projects throughout the implementation lifecycle.
What We're Looking For
• Experience in business process analysis and requirements gathering for customer service and sales environments.
• Experience writing business and functional specification documents.
• Proven experience working directly with customers (experience with external clients is a strong advantage).
• Strong technical orientation and understanding of business applications and technology solutions.
• Experience with SQL and/or CRM platforms – an advantage.
• Previous experience in contact center operations (Team Leader, Shift Manager, Contact Center Manager, or similar) – an advantage.
• Valid driver's license – required.
Who You Are
A highly organized professional with excellent interpersonal and communication skills, a customer-centric mindset, commercial awareness, and the ability to lead cross-functional processes in a dynamic, multi-stakeholder environment.
Questions about this role
- This listing did not state a salary. We only show pay when the employer publishes it.
- Experience in business process analysis and requirements gathering for customer service and sales environments, Experience writing business and functional specification documents, Proven experience working directly with customers, Strong technical orientation and understanding of business applications and technology solutions, Valid driver's license