Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Value Consultant/Analyst
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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
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.
Additional Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Strategy/Planning and Consulting
Industries: Business Consulting and Services
Note: This job is active and accepting applications.
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