Contact Center Principal Consultant

Role Description

As a Consulting Services Engagement Executive (CSEE), you’ll be performing complex service delivery and overarching program coordination for our Webex Calling Solution and its associated workstreams. In this leadership role, you will provide program-level coordination for the delivery of all services provided by the organization and our third-party professional services vendors, ensuring a predictable, consistent, and high-quality experience that follows industry best practices.

Your day-to-day will involve:

• Leading and mentoring Project Leaders to ensure successful project delivery while strictly adhering to our Professional Services Delivery Model and client-specific processes.
• Reviewing the program holistically to drive project and program improvements, developing strategies and solutions that lead to client service excellence.
• Managing complex, large-scale user migrations across multiple global regions.
• Overseeing the implementation of advanced communication infrastructures like Direct Routing and Session Border Controllers (SBCs).
• Managing all aspects of program delivery using a structured Professional Services Delivery Model.
• Assisting and providing backup coverage for the Engagement Executive Manager across a multi-program environment.
• Managing custom development efforts through the entire lifecycle for Intelligent Routing (IR) and Interactive Voice Response (IVR) platforms.
• Directing Voice Security initiatives and driving contact center infrastructure build-outs.
• Implementing proactive Change, Scope, and Schedule Management processes to minimize business risk.
• Executing comprehensive Risk, Issue, and Quality Management.
• Developing intelligent resource management, staffing forecast tools, and procurement strategies.
• Implementing a structured communication strategy to deliver executive status reports and performance reporting.
• Delivering key administrative components, such as stakeholder contact lists and risk/issue/escalation logs.

Qualifications

• Expert-level client relationship management, negotiation, and conflict resolution skills.
• In-depth understanding of program and project management principles and project lifecycle methodology.
• Experience leading diverse consulting engagements or complex customer transformations.
• Technical familiarity with solutions and platforms such as MS Teams, WebEx, AudioCodes, Empirix/Hammer, Pindrop, and SecureLogix.
• Excellent interpersonal, verbal, listening, and written communication skills.
• A self-motivated, self-starter mentality capable of developing resolutions independently.
• Ability to work well in a fast-paced, demanding environment with strong time-management and organizational skills.

Requirements

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required.
• Program management or Lead Project Manager experience in the Contact Center Services area.
• Project Management Professional (PMP) certification, or the ability to acquire it within 12 months.
• Experience in some or all of the following technologies: Genesys, Aspect, NICE, and IVR.
• Willingness to travel up to approximately 25%.

Benefits

• Health and wellness benefit options including medical, dental, vision, short and long term disability.
• Basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance, and group home & auto insurance.
• Matched 401(k) savings plan.
• Up to 8 company paid holidays per year and up to 6 personal days per year.
• Paid parental leave and adoption assistance.
• Tuition assistance and other incentives.
• Newly hired employees receive up to 15 days of vacation per year, which grows with additional service.
• Compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Annual salary range for the location(s) listed is: $142,500.00 - $248,000.00.