Contact Center Consulting Leader

Overview

Job descriptions aggregated from multiple postings. This refinement retains the original responsibilities and qualifications for the consulting roles where provided, and reorganizes content for clarity while removing non-essential boilerplate and region-specific notices.

Job Description

As a Consulting Leader, you will be at the forefront of delivering customer experience (CX) and contact center transformation initiatives. Working with CCaaS and CX platforms—including Genesys Cloud, Google CCAI, Nice CXone, Five9, Sprinklr, Salesforce Service Cloud, and RingCentral—you will lead projects that optimize customer service operations, enable omni-channel engagement, and deliver measurable business outcomes.

What you will do:

• Define service strategies, operating models, and transformation roadmaps for enterprise contact centers.
• Manage end-to-end contact center engagements across on-premise, cloud, and hybrid environments.
• Drive CCaaS migrations and implement AI, automation, analytics, and conversational platforms to enhance customer journeys.
• Participate in pre-sales activities—solution demonstrations, RFP/RFI responses, proofs of concept, and storytelling of differentiated solutions.
• Collaborate with cross-functional teams globally to co-create innovative assets, frameworks, and thought leadership in the CX/CCaaS space.

What you bring:

• 10+ years experience in Contact Center Transformation/Consulting and customer service operations.
• Strong expertise in at least one major platform: Genesys Cloud, Google CCAI, Nice CXone, Five9, Sprinklr, Salesforce Service Cloud, or RingCentral
• Proven ability to design and deliver large-scale transformation projects, from solutioning to implementation.
• Hands-on experience with AI-enabled customer service, self-service/IVR, analytics, and system integrations.
• Strong communication and stakeholder management skills.

Note: This entry may be part of a broader list of business consulting opportunities within the Philippines region.

Job Description

SGV is the largest professional services firm in the Philippines. Our multidisciplinary teams work across assurance, tax, strategy and transactions, and consulting. We help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. We nurture leaders and empower you in a flexible, diverse, and inclusive culture.

Job Summary

In Business Consulting, we collaborate with clients to drive transformation and achieve strategic goals. We provide expertise in areas such as business transformation, customer, finance, and supply chain to improve performance and navigate complex challenges. Our approach delivers tailored solutions that enhance efficiency, foster innovation, and create sustainable value.

Your responsibilities include guiding organizations in executing growth strategies by defining, designing and delivering enterprise-wide transformation initiatives, with particular focus on business transformation and customer-related projects.

Key responsibilities (Associate Product Owner and Program Management Associate roles within SGV):

• Business Analysis & Design: Product Architecture and Prioritization; maintain development plans to update skill profiles.
• Program Management: design bespoke operating models, enable delivery strategy, oversee PMO or Transformation Management Office; ensure delivery from strategy to execution; adhere to policies.
• Qualifications: Bachelor’s degree in related fields; 1–4 years of experience; familiarity with BPMN/BABOK; PM/Agile/PMBOK experience; strong communication.

What we offer

• Competitive remuneration with flexible working and career development; comprehensive Total Rewards package including holidays, health and wellbeing benefits.
• Continuous learning, leadership insights, diverse and inclusive culture.

EEO statement

Black & Veatch and SGV postings include equal employment opportunity statements as applicable.