Digital Contact Centre Transformation Consultant

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Digital Contact Centre Transformation Consultant

Circa £85k DOE

Global Consultancy

Country wide

We are currently looking for a Digital Contact Centre Transformation Consultant to assist in the definition and implementation of solutions to modern problems in complex and often ambiguous situations through delivering agile strategies, recommendations and solutions. Our client offers excellent potential for career growth, professional development, and a great personalized benefits package.

In this role you will help the business' clients to make the best use of their technology investments through intelligent automation solutions with front office live chats, chatbots, and knowledge portals to back office RPA offerings.

Candidates with experience in complex contact center transformation and background of working with a multi-client Business Process Outsourcing provider are desired.

Skills / Duties

*Partner with clients in to develop and deliver Operating Models that will improve Contact Center administrative operations efficiencies

*Support detail assessments, design sessions, design and build requirements

*Support development and implementation of the to-be Contact Center organization processes and strategies to leverage Digital Service Management platforms such as Zendesk, ServiceNow, Salesforce, and others

*Support sales cycle with RFP/RFI/RFQ development

*Improve customer experience

*Experience with RPA

*Drive to adjust and manage client's efforts to move an omni-channel touchless operating model

*Ability to build, develop and implement and engage in new service delivery approaches

*Engage our clients in rethinking their process and Contact Center administration operations to drive the best experience at an optimal cost

Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906).

Deerfoot is acting as an Employment Agency in relation to this vacancy.