Contact Center Operations & Optimization Consultant

Responsibilities

• Lead comprehensive operational assessments across people, processes, and customer experience
• Define future-state contact center operating models and optimization roadmaps
• Develop business cases and ROI metrics for operational improvements
• Identify opportunities for AI, self-service, and intelligent routing using Genesys Cloud
• Translate business needs into operational requirements for technical teams
• Establish KPI frameworks and governance models
• Lead change management and user adoption initiatives
• Coach leadership teams on workforce management and quality assurance

Requirements

• 10+ years of experience in contact center operations or transformation
• Deep expertise in routing, workforce management, and customer journey design
• Strong knowledge of CCaaS platform capabilities
• Proven track record of leading operational transformation and process improvement
• Excellent stakeholder management and executive communication skills
• Familiarity with Lean, Six Sigma, or Kaizen methodologies

Preferred Qualifications

• Professional working proficiency in Spanish
• Experience with Genesys Cloud, NICE CXone, Five9, or Amazon Connect
• Experience with conversational AI and self-service automation

About the Company

Miratech is a global IT services and consulting company that supports digital transformation for some of the world's largest enterprises. With coverage across 5 continents, we are a values-driven organization focused on relentless performance and innovation.