Technical Transformation Consultant
1 month ago
We are seeking a highly experienced Technical Transformation Consultant to join our team at Jobs for Humanity. As a key member of our organization, you will play a crucial role in delivering large-scale technical contact center implementations and managing complex transformation projects.
About the JobOur ideal candidate will have a proven track record of success in pre-sales, RFP, and vendor management within the BPO industry. They will possess excellent technical expertise, strong analytical skills, and exceptional presentation capabilities. Additionally, they should have experience with industry-leading solutions, such as CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD, QM, Speech analytics, Automation, VoC, Cloud & WFM, Jira/ServiceNow, RPA tools (UiPath, AA 360 etc., NICE inContact), and Amazon Web Services (AWS) / Azure.
Key Responsibilities- Work with PMP solution architects, pre-sales teams, and customers to deliver successful transformation projects.
- Develop and document solution designs for front-office and back-office solutions, ensuring alignment with business needs and compliance requirements.
- Position and validate proposed solutions to end-users, leveraging knowledge of industry best practices and proven methodologies.
- Lead cross-functional data and strategy mappings for process improvement and transformation, collaborating with infrastructure teams to ensure consistency with enterprise architecture.
- Manage and mitigate project risks and roadblocks using effective FMEA processes, while maintaining adherence to timelines, budgets, and scope.
- Deliver high-quality results, including regular reporting and performance metrics dashboards.
- 8-12 years of experience in delivering and managing large-scale technical contact center implementations.
- Strong commercial judgment and ability to work in an aggressive delivery environment.
- Proven operational excellence and client services experience in Back office/contact center industry specifically in Digital and CX Transformation.
- Cross-domain experience includes Payments, Banking Financial Services.
- Excellent communication, presentation, and interpersonal skills.
At Jobs for Humanity, we prioritize teamwork, training, and a commitment to excellence. Our determination to be the best in the financial world is reflected in each team member's desire to excel. We believe in empowering our clients through our services, focusing on their needs and providing tailored solutions.
The estimated salary for this position is $120,000 - $180,000 per annum, depending on experience and qualifications. If you are a motivated and results-driven professional looking to take your career to the next level, please apply today.
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