Contact Center Operations Consultant at Denver

Contact Center Operations Consultant
The Contact Center Consultant works to drive practice strategy and execution across clients, markets and internal groups. Top performing consultants who can work with leadership while juggling multiple strategic and operational issues and demands are best in this position. This individual will be responsible for setting strategy and operationalizing that with clients, practice field teams, and across GBS teams.

Key responsibilities include the following:

-- Work closely with other Industry and Service Line teams to drive Contact Center opportunities
- Support the practice leader in key client business development opportunities
- Support the practice leader in strategy development, planning and execution, including market analysis, market segmentation, target markets, channels, and ISV strategy
- Track, manage and report ongoing operational issues at the opportunity level - this may include managing the implementation of key initiatives and/or strategic clients
- Drive thought leadership and by responding to client relations teams and practice leaders
- Maintain awareness of competitive landscape and business activities to provide forward-looking observations and recommendations on offering direction
- Key role in working with Service Line and Industry teams to drive solutions portfolio strategy and execution. (2252)

Required

• Bachelors Degree
• At least 2 years experience in Experience in strategic and operational leadership positions in the Contact Center environment including: Strategy and Transformation; Knowledge and Content Management; Work Force Management, and Repo
• At least 2 years experience in Consulting with clients on Contact Center implementation projects
• At least 2 years experience in Hands-on development of Contact Center project deliverables, using formal/structured methodology
• Basic knowledge in Contributing to proposals for Contact Center consulting engagements
• At least 1 year experience in Creating functional business requirements
• At least 1 year experience in Management consulting in a project team environments
• Readiness to travel Up to 4 days a week (home on weekends-based on project requirements)
• English: Fluent

Preferred

• At least 5 years experience in Experience in strategic and operational leadership positions in the Contact Center environment including: Strategy and Transformation; Knowledge and Content Management; Work Force Management, and Repo
• At least 5 years experience in Consulting with clients on Contact Center implementation projects
• At least 5 years experience in Hands-on development of Contact Center project deliverables, using formal/structured methodology
• At least 3 years experience in Contributing to proposals for Contact Center consulting engagements
• At least 3 years experience in Creating functional business requirements
• At least 3 years experience in Management consulting in a project team environments

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


Country: USA, State: Colorado, City: Denver, Company: IBM.