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Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Value Consultant/Analyst
Mexico City
Job No. r00281234
Full-time - Hybrid
Descripción De La Posición
Join Our Global Consulting Network and Expand Your Horizons!
Are you ready to take your career to new heights? At the Global Network, we are more than just a team; we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas, including life sciences, energy, supply chain operations, finance, and talent management.
Why Choose Us?
Global Exposure: Work on international projects and gain invaluable insights into diverse cultures and business practices.
Specialized Development: We don’t just work across broad spectrums; we ensure you develop deep expertise in specific areas of management consulting, enhancing both your professional value and expertise.
Dynamic Work Environment: Our work is fast-paced and challenging, pushing you to grow quickly and continuously improve. It’s not just about meeting expectations; it’s about exceeding them and making a significant impact.
Innovation at the Core: At the Global Network, innovation isn't just a buzzword—it's a fundamental part of how we operate. We leverage cutting-edge technologies and innovative strategies to solve complex problems and deliver novel solutions that keep our clients ahead in a rapidly changing world.
We are driven by a commitment to excellence and a passion for delivering results that matter. If you are ambitious, talented, and ready for a challenge, we want to hear from you. Reach out, join our network, and start a conversation that could lead to your next big opportunity.
Let’s build a better future together!
Role Overview
As a CCaaS (Contact Center as a Service) Value Consultant, you will be responsible for driving strategic customer engagements that maximize the operational and financial impact of our client's CCaaS implementations. You will partner with clients to assess their CX maturity, define transformation roadmaps, and build compelling business cases that demonstrate the value of our client's platform and services.
Key Responsibilities
Lead value consulting engagements to assess current CX capabilities and identify transformation opportunities using the CCaaS CX Value Framework
Develop tailored business cases, including financial impact analysis and ROI projections, to support executive decision-making.
Collaborate with cross-functional teams (sales, delivery, product, and client stakeholders) to align on strategic priorities and solution scope
Facilitate workshops and discovery sessions to map customer journeys and define omnichannel strategies
Support CCaaS migration initiatives by contributing to solution architecture, integration planning, and KPI definition
Provide ongoing value tracking and continuous improvement recommendations post-implementation
Contribute to change management and training strategies to ensure successful adoption and end-user readiness
Requisitos
Required Qualifications
Bachelor’s Degree completed
Availability to travel may be required.
2 to 8 years of experience in consulting, customer experience strategy, or contact center transformation.
Strong understanding of CCaaS platforms, especially Talkdesk, and related technologies (IVR, AI chatbots, workforce management, reporting, etc.)
Proven ability to build executive-level business cases and deliver strategic recommendations.
Excellent communication, facilitation, and stakeholder management skills.
Experience with data analysis, value realization frameworks, and CX maturity assessments.
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