CcaaS Consultant - Digital Services (Any Location, Any Location, MA)

About UsFoundever™ is a global leader in the customer experience (CX) industry.

With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands.

Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.Shape the Future of CX with Us – Become a Consultant in Our Digital Services Team! At Foundever, we’re making customer service better than ever with digital innovation! As part of our Digital Services team, we’re looking for enthusiastic Consultants who are ready to help us create amazing customer experiences and drive real improvements.

Job SummaryAs a Consultant within our Digital Services organization, you will leverage your call center BPO expertise to drive the optimal utilization of digital solutions across customer service operations.

You will work closely with cross-functional teams and stakeholders to assess current operations and technical stack utilization, then formulate recommendations to improve processes and systems.Primary Job ResponsibilitiesTranslate KPIs into ROI and business valueQuantify business value and ROI for CS solutions such as CCaaS/AI by linking technology capabilities to measurable outcomes such as AHT reduction, SLA improvement, cost savings, and revenue impactEngage the Project from a Business PerspectiveDocument customer journeys across all touchpoints (live agent chat, phone calls, email, chatbot, voicebot, social media, etc.).Review existing tools and systems, identifying gaps and proposing technological solutions to address operational issues.Interview agents, site leader and QA to understand their view on processes and system interaction.

Analyze operating KPIs and translate insights into quantified business impact and ROI opportunities.Manage stakeholder engagement, ensuring buy-in and active participation throughout the project lifecycle.Design and run Design Workshops to improve processes, communications and reduce friction in those journeys.Manage the Implementation ProcessFormalize and document “as is” and “to be” customer journeys aligned with newly implemented technologies such as voicebots, chatbots, conversational SMS, chat solutions, CRM, Knowledge Management, CCaaS, etcDefine business rules to optimize customer interactions and enhance operational efficiency.Develop and implement digital strategies where needed.Co-design and develop reporting frameworks in collaboration with the client to track performance and value realisationSupport CCaaS project delivery activities as needed, including deliverables creation, testing and go live supportCollaborate with Professional Services TeamsWork closely with Professional Services, Program Managers, Customer Success, Solutions, Account Management, BusinessDevelopment and Operations teams to ensure that business requirements are met in the solution design.Ensure clear communication of project outputs and facilitate the integration of business requirements into the implementation.Post-Implementation Support & AnalysisLead post-implementation reviews to evaluate the impact of the new tools and services, ensuring they are meeting performance KPIs and driving operational success.Analyze post-implementation data, work with Continuous Improvement (CI) teams to assess results, and recommend adjustments or optimizations.Experience and Qualifications RequiredExperience in BPO management, customer service operations, or continuous improvement with a strong understanding of performance levers such as contact flow distribution, workforce optimization, and training.Experience with CCaaS platforms and understanding of contact center operationsExposure to AI-driven CX solutions (e.g. chatbots, voicebots, analytics) and their application in customer service environmentsStrong ability to quantify business impact (ROI, cost savings, efficiency gains) from CX and technology initiativesA passion for learning and improving how things are done.Great communication skills—you’ll work with lots of different teams and customers, so being able to share ideas clearly is key.Experience in Customer Journey mapping and workshop facilitation is a plusFluency in English; other languages are a bonusPrevious experience in operational management of customer service operationsPrevious positions held; Senior Ops Managers, Customer Success, Continuous Improvement, Professional Services, Consultant.The EnvironmentCompetitive compensation package.Excellent learning and development opportunities (AI, technology, evolving BPO landscape).Growth opportunities within an expanding team.Fully remote working available.Originally posted on Himalayas