Job Description

Roles & Responsibilities

Lead a team responsible for designing, developing, and implementing platform-led cloud contact center transformations.
Lead and manage proposals in response to client requests and RFPs across market units to maintain a pipeline of opportunities and projects.
Work with market unit leads to identify and understand market demand in terms of required skills and scale.
Support practice and business growth through platform hiring, team development, nurturing, and upskilling.
Lead contact center transformation consultants and engage with client and implementation teams to conduct design sessions, gather and refine requirements, deliver working demonstrations, and support solution design and implementation.
Provide best-practice guidance and define implementation approaches using industry or process benchmarks.
Develop innovative, fact-based, and achievable strategies and operating models after evaluating multiple strategic options.
Lead practice initiatives including points of view, reusable contact center assets, industry research, market-trend analysis, and innovative solutions.