Contact Center Consulting Leader

2 days ago

Manila, National Capital Region, Philippines JMR SSRA Full time $104,000 - $130,878 per year

As a Consulting Leader, you will be at the forefront of delivering customer experience (CX) and contact center transformation initiatives. Working with leading 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.

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