CENTER CONSULTANT JOB DESCRIPTION

A Center Consultant is an enterprise advisor who helps organizations redesign how their customer service operations run. Contact centers managing hundreds of agents across IVR routing, ACD platforms, and workforce management systems generate significant operational complexity - and consulting engagements that miss the underlying process gaps rarely produce lasting improvement. This role owns the translation of that complexity into documented requirements, implementation blueprints, and measurable transformation roadmaps. Demand for this expertise has grown as companies shift from on-premise telephony to CCaaS models and need outside perspective to guide the transition.

As the Center Consultant, you lead contact center transformation engagements from requirements definition through implementation, delivering advisory work that helps enterprise clients improve service operations and agent performance outcomes. You work alongside business development and practice leadership teams, contributing subject-matter expertise across client sessions, proposal development, and post-deployment reviews.

Career Impact: Deep CCaaS advisory experience, combined with demonstrated ability to influence C-suite and VP-level stakeholders, positions a Center Consultant to move into principal or practice lead roles within enterprise consulting.

Business Impact: When a Center Consultant accurately maps a client's workforce management gaps or IVR routing failures, the downstream effect is measurable - shorter handle times, higher first-contact resolution rates, and reduced agent attrition for organizations serving thousands of customers daily.

Growth Opportunity: Exposure to multi-cloud service architectures, organizational change management methodology, and ROI modeling across diverse industries builds a skill profile that remains in demand as more enterprises accelerate CCaaS migration.

• Lead client discovery sessions to gather, define, and prioritize contact center business requirements across operational and technology domains.
• Design transformation roadmaps and implementation blueprints that translate client requirements into phased delivery plans.
• Conduct impact analysis for scope changes and document updated requirements, configuration decisions, and data mapping revisions.
• Develop business cases and ROI models for proposed contact center solutions, presenting findings to senior executive stakeholders.
• Identify service improvement opportunities during planning and execution phases and recommend solutions aligned to client KPIs.
• Deliver training sessions and knowledge-transfer workshops to client teams and internal practice colleagues.
• Support business development efforts by contributing to proposals, statements of work, and solution scenario presentations.
• Monitor delivery progress across workstreams and escalate risks to ensure engagements remain on schedule and within scope.

• Bachelor's degree in business, communications, or a related field, or equivalent work experience.
• 5 or more years of contact center operations or CCaaS consulting experience, with demonstrated subject-matter expertise in at least one core platform domain.
• Proven ability to lead requirements-gathering sessions with cross-functional stakeholders and translate outcomes into documented use cases and process flows.
• Working knowledge of workforce management and quality management technologies, including common service metrics such as AHT, FCR, and CSAT.
• Experience managing or contributing to enterprise implementations with multiple concurrent workstreams.
• Strong written and verbal communication skills, with demonstrated ability to present recommendations to C-suite, VP, and Director-level audiences.
• Familiarity with organizational change management frameworks and the ability to administer scope control and issues management processes.

• Active certification in contact center platforms or cloud-based telephony solutions obtained prior to or within the first 90 days of hire.
• Experience with agile delivery methodologies and project tracking tools used in enterprise software implementations.
• Prior consulting firm or contact center BPO background with multi-industry client exposure.
• Six Sigma or equivalent process improvement certification demonstrating structured analytical competency.

• Client requirements documentation completeness rate, measured against agreed scope at engagement kickoff.
• Scope change approval cycle time, reflecting how efficiently change requests are assessed and resolved.
• Stakeholder presentation acceptance rate, tracking how often proposed roadmaps advance without major revision.
• Number of identified expansion opportunities per engagement, measuring advisory depth beyond the original statement of work.
• Training session delivery completion rate against the agreed knowledge-transfer plan for each client.
• Typical tools: Contact center platforms (commonly CCaaS solutions and IVR routing systems); project tracking (commonly agile-based tools used in enterprise delivery)

• Base Salary Range: $95,000 to $130,000 per year depending on experience and location.
• Bonus: Performance-based annual bonus, typically 10 to 15 percent of base salary.
• Equity: Not standard at this level; may vary by firm type and seniority.
• Health Benefits: Medical, dental, and vision coverage standard for full-time US employees.
• PTO: 15 to 20 days annually, plus standard federal holidays.
• Common Perks: Professional certification reimbursement, travel expense coverage, and continuing education allowances.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is required as a condition of employment, and any offer extended is contingent on satisfactory results. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, age, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process upon request. Candidates must be authorized to work in the United States without employer-sponsored visa support now or in the future.

The Center Consultant owns the delivery of Contact Center Transformation solutions, supporting clients through business development discussions, requirements gathering, and Salesforce multi-cloud implementation across the full delivery lifecycle. Working closely with industry and local market teams, the Center Consultant shapes service practice expertise to help organizations improve customer experience through optimized contact center operations.

Key Responsibilities

• Propose and implement Contact Center Transformation solutions that meet business requirements.
• Support and lead client sessions to gather, define, and document business requirements.
• Build understanding of Salesforce multi-cloud solutions related to service interactions within contact centers.
• Develop implementation estimates and plans for phases of the delivery lifecycle.
• Demonstrate solution functionality to business stakeholders as needed.
• Perform impact analysis for scope change requests and document changes to requirements.
• Conduct and support training sessions to provide guidance for Salesforce practices.
• Identify untapped areas of opportunity for clients during project planning and execution phases.

Required Qualifications

• 5+ years of Contact Center Operations and/or CCaaS experience with subject-matter-expert knowledge level.
• Active Salesforce certifications or ability to achieve relevant certifications upon hire.
• 3+ years of experience with cloud-based contact center and telephony platforms.
• 3+ years of consulting experience working with stakeholders to achieve business goals using data.
• Understanding of Quality Management and Workforce Management technologies and common service metrics.
• Familiarity with Salesforce Service Cloud and agile delivery methodologies such as Scrum, Jira, and Rally.
• Strong oral and written communication skills including presenting, meeting facilitation, and problem-solving.
• Experience leading and supporting conversations at all levels including C-suite, VPs, Directors, and Managers.

Embedded within Centria Healthcare's clinical operations, the Center Consultant provides oversight of ABA therapy programs by conducting assessments, developing child-specific behavior plans, and managing a team of Behavior Technicians to drive client compliance and retention. Working closely with parents, referral sources, and clinical leadership, the Center Consultant ensures treatment plans are adjusted to support optimal outcomes for each client.

Core Functions

• Conduct initial and six-month assessments recommending clinically appropriate hours per week for clients.
• Train, manage, and retain a team of Behavior Technicians who directly report to you.
• Develop child-specific behavior plans in accordance with the principles of ABA therapy.
• Monitor and adjust behavior plans throughout the treatment period in accordance with the child's progression.
• Conduct monthly family engagement sessions and ensure parent involvement in treatment planning and goal setting.
• Submit supervision notes daily and attend corporate meetings and training as scheduled.
• Conduct monthly group technician training and continue education to advance knowledge in ABA.
• Promote the growth of Centria Healthcare and build relationships with current referral sources.

Qualifications and Experience

• Master's degree or higher from an accredited university in accordance with BACB guidelines.
• Meets state-specific guidelines for a mid-level provider with completion of 750 hours of supervised fieldwork.
• 1+ years working with children and autism spectrum disorders, with previous supervision experience preferred.
• ABA clinical knowledge including the ability to synthesize clinical and social data to determine appropriate treatment plans.
• Expertise in tracking clinical outcomes, progress, and maintaining a high level of compliance.
• Strong skills in time management, observation, and data analytics with excellent interpersonal communication skills.
• Proven strong work ethic with attention to detail, accuracy, and quality in a collaborative environment.

Reporting to senior stakeholders, the Center Consultant leads consulting engagements at NICE by designing change strategy across people, process, and technology, building business cases, and managing organizational change management programs to ensure measurable value realization. Partnering with internal and external stakeholders at the executive level, the Center Consultant advances product adoption, develops ROI models, and secures strategic sponsorship across enterprise-wide implementations.

Primary Duties

• Lead consulting projects to drive process improvement and ensure business readiness for optimal adoption of NICE solutions.
• Lead complete organizational change management with customers during engagements and manage senior stakeholder relationships.
• Discover, identify, and create business cases for value of the product portfolio across the enterprise.
• Map business cases into action items and solution design aligned with use case and value priorities.
• Secure buy-in from different internal and external stakeholders throughout the engagement lifecycle.
• Develop and deliver presentations with strategic recommendations to senior executives via NICE solutions.
• Independently perform financial analysis, benefits and impact analysis, and create ROI models for specific domains.
• Identify and develop repeat business opportunities via successful delivery and thought leadership.

Skills and Qualifications

• Minimum 5 years of experience in functions and industries in which NICE provides services.
• Certification or demonstrated expertise in organizational change management, with Six Sigma or Process Improvement Discipline preferred.
• Minimum 5 years of leadership experience in a contact center environment.
• Experience with contact center enterprise software including deep domain knowledge in IVR, Routing, ACD, Workforce Management, or Quality Management.
• Bachelor's degree in a related discipline, with consulting firm or contact center BPO experience preferred.
• Proven ability to independently handle senior executive audiences, provide thought leadership, and gain strategic partnership.
• Excellent verbal, written communication, and presentation skills with multi-industry experience preferred.

Sitting at the intersection of engineering development and enterprise PLM technology, the Center Consultant helps global companies modernize IT operations by architecting Teamcenter solutions, managing BMIDE configurations, and defining PLM/CAD standards across business units. Operating across engineering departments and project teams, the Center Consultant delivers implementations that improve process efficiency, enable knowledge sharing, and support large-scale digital engineering programs.

Duties

• Design and architect engineering development projects and define PLM/CAD standards and best practices.
• Develop and implement engineering solutions leveraging tools and processes across different business units.
• Gather, organize, and prioritize functional requirements for engineering tools and systems.
• Develop and manage Teamcenter BMIDE changes based on documented and anticipated customer requirements.
• Troubleshoot problems in Teamcenter and NX and provide training and guidelines to junior team members.
• Collaborate with engineering departments to understand processes, improve efficiency, and create effective business solutions.
• Develop documentation and enable knowledge sharing across project teams.

Education and Experience

• Bachelor's degree in an appropriate discipline with 5 years of relevant experience, or an advanced degree with 8 years of experience.
• Minimum 5 years of experience in Teamcenter PLM customization, configuration, development, and solution mapping.
• Strong knowledge in Teamcenter 2-tier, 4-tier, and multi-site architecture, including Active Workspace.
• Experience capturing functional requirements and transforming them into Teamcenter technical solutions.
• In-depth knowledge of Teamcenter Data Model, BMIDE, Java SOA APIs, and ITK development.
• Experience integrating ERP with Teamcenter and implementing PLM and Digital Engineering technology projects.
• Goal-oriented with strong analytical, problem-solving, and communication and collaboration skills.

A key member of the clinical contact center team, the Center Consultant performs systematic patient interviews, develops treatment plans, and coordinates medical care referrals to ensure positive health outcomes across inbound and follow-up calls. Collaborating across providers, specialists, and internal departments, the Center Consultant applies clinical judgment and established protocols to deliver safe, accurate, and patient-centered guidance on every interaction.

Accountabilities

• Act as liaison between patients and providers and serve as advocate for internal and external referrals.
• Elicit questions and information from patients to assess symptoms and develop appropriate treatment plans.
• Coordinate medical care, schedule follow-up appointments, and advise patients on appropriate levels of care.
• Provide professional advice, education, and options based on assessment, established guidelines, and clinical judgment.
• Document all calls, responses, and referrals and maintain accurate patient documentation per regulatory requirements.
• Conduct follow-up calls to evaluate effectiveness of care and apply customer service skills to establish good rapport.
• Provide counseling, home treatment advice, and crisis intervention according to established protocols and standards of care.

Experience and Qualifications

• Registered Nurse with a Compact license from Missouri or Kansas, with Specialty Nursing Certification preferred.
• 3 to 5 years of clinical nursing experience in Emergency, Pediatrics, Obstetrics, Behavioral Health, or Critical Care.
• Call center experience preferred, with basic typing and word processing ability required.
• Excellent analytical, critical thinking, and problem-solving skills.
• Strong written and verbal communication.

Strong client outcomes in contact center operations depend on the Center Consultant, who delivers end-to-end digital sales enablement solutions by conducting Contact Center Assessments, leading outsourcing selection, and driving decision-making processes for clients across industries. Based within a consulting practice, the Center Consultant also contributes to internal development through business development, training, and methodology work while managing multiple client engagements.

Functions

• Work with Sales Leadership to devise sales strategies aimed at improving sales productivity and process standardization.
• Provide best-in-class services for planning, designing, deploying, and supporting digital sales technology tools.
• Offer end-to-end solutions including process analysis, requirements planning, business case development, and analytics support.
• Create Contact Center Assessments across people, process, and technology and deliver executive presentations.
• Lead Contact Center Outsourcing selection and ramp-up and conduct performance analysis using system and human-generated data.
• Drive decision-making processes to assist clients with next-step conclusions and identify add-on opportunities.
• Contribute to internal practice development through business development, training, and methodology development.

Background and Experience

• Bachelor's degree with 5+ years of consulting and/or industry experience, or MBA with 2+ years of relevant experience.
• Experience in Customer Engagement, Customer Experience, and Customer Technologies such as Multi- and Omni-Channel.
• Ability to travel up to 50% on average and must be legally authorized to work in the United States.
• Strong oral and written communication skills including presentation skills in MS Visio and MS PowerPoint.
• Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment and work independently.

As the Center Consultant, this role manages technical and commercial documentation for complex data center infrastructure projects during presales and implementation phases, processing RFQs and RFPs on an international basis across regions including META, WEU, NEE, and SEE. The R&M and Tecnosteel sales organizations rely on this work to ensure customer-specific solutions are effectively positioned and long-term key customer relationships are maintained for sustained business growth.

Key Deliverables

• Understand and apply solutions, trends, and developments in the data center area to derive specific customer requirements.
• Process technical and commercial inquiries, RFQs, and RFPs on an international basis.
• Support local Operations, Supply Chain, and Sales departments by providing technical information for customer project implementation.
• Provide sales and technical support across regions including META, WEU, NEE, and SEE.
• Serve as interface between Tecnosteel, Itala, and R&M sales organizations for project and tender management.
• Conduct presentations, reports, and technical-commercial leadership to customers and internal and external stakeholders.
• Ensure follow-up business with key customers through excellent project management and customer relationships.

Professional Experience

• Relevant experience in customer and project management in a B2B context with international sales support involvement.
• Experience with common IT systems including ERP, CRM, CAD, and MS Office tools.
• Ability to adapt to regional working methods and specific customer technical and commercial requirements.
• Very good knowledge of spoken and written English, with additional languages desirable.
• Customer-oriented, sales-driven personality with strong social competence, team skills, and communication skills.
• Active and self-motivated with a proactive working style, assertiveness, and ability to develop customer-specific solutions.

Center Consultant drives technical collaboration across Product Engineering, Services, Support, and Regions to resolve complex compliance incidents and deliver improvements to process, tooling, and service quality. The work directly supports growing customer trust by handling executive-level cases, determining root cause of technical issues, and providing trusted advisory guidance to Serviceability and engineering teams on Microsoft Information Protection and Governance solutions.

Role Responsibilities

• Handle complex, political, financial, and executive-level cases as business demands.
• Drive process, tool, service delivery, and solution improvements that enable effective troubleshooting and remediation.
• Work alongside Serviceability and engineering teams as a trusted advisor to improve incident resolution and service deficiencies.
• Gather customer feedback consistently and invest time and effort in feedback to continually improve and grow customer trust.
• Determine root cause of technical issues independently or in a collaborative scenario using strong problem-solving skills.
• Communicate recommendations and establish priorities effectively across customers, partners, senior executives, and organizational boundaries.

Technical Qualifications

• Hands-on experience with Microsoft Information Protection and/or Microsoft Information Governance Technologies.
• Proven experience configuring policies and troubleshooting technical issues up through tier 2.
• Ability to ramp up quickly on new features and technologies around compliance and cloud-based solutions.
• Self-driven individual with a proven history of demonstrated technical skills and leadership in customer-facing environments.
• Proven commitment and ability to learn, which is more important than prior experience with a long list of technologies.

The Center Consultant owns the configuration and integration of Guidewire Billing Center solutions, delivering prototypes, Portal applications, and third-party integrations that translate Property and Casualty insurance business requirements into functional system changes. Working closely with client and offshore teams, the Center Consultant shapes delivery timelines and produces unit and functional test cases to ensure high-quality, production-ready outcomes.

Engineering Responsibilities

• Leverage Guidewire suite of capabilities for integration with internal and external systems through services.
• Develop prototypes quickly to showcase solutions to project and prospective clients to help visualize solutions.
• Coordinate with both client and offshore teams to ensure effective delivery adhering to established timelines.
• Create fast, easy-to-use, high-volume production applications with Portal applications to enhance user-facing capabilities.
• Develop unit and functional test cases and prepare detailed design documentation.

Minimum Qualifications

• Property and Casualty insurance experience required.
• Minimum 5 years of experience with Guidewire Billing Center framework, architecture, and implementation.
• Experience translating business requirements into system changes including Product Model, PCFs, and Data Model configurations.
• Deep understanding of Billing Center and knowledge of Policy and Claims.
• Hands-on experience with Guidewire integration mechanisms including Messaging, Web Services, and Plugins.
• Experience with Guidewire digital and Edge APIs platform and Gosu scripting with excellent programming skills.
• Experience in writing unit and functional tests with strong problem-solving and analytical skills.

Reporting to project and change management leadership, the Center Consultant delivers MES implementations at manufacturing plant sites by conducting workshops, performing fit-gap analysis, and configuring systems such as Siemens OpCenter, Savigent, and Bartender across L2 and L4 integration layers. Partnering with plant users, business teams, and integrator vendors, the Center Consultant drives site deployment activities and change management from project development through to go-live.

Delivery Expectations

• Map value chains, document proposed future states, and capture business process maps including activity diagrams and use cases.
• Perform fit-gap analysis and multisite comparison to derive a unified core workflow.
• Configure systems and assist in data loading, testing activities, installation, and master data setup.
• Implement systems such as Savigent, Uniwin, Bartender, PI, PQDB, and other MES components.
• Implement interfaces with hardware systems including Printers, Scales, PLCs, and handhelds.
• Handle support issues with contractor vendors via incidents management tools including ITIL, HP ALM, and Remedy.
• Own the OSC application onboarding process, checkpoints signoff, and lead change management activities.

Knowledge Skills and Abilities

• Strong experience implementing scalable deployment and interface architecture for Siemens OpCenter with L4 and L2/PCS/Devices integrations.
• Knowledge of Manufacturing Execution Systems and Level 2 systems including MES interfaces with PLC, SCADA, and ERP.
• Knowledge of ISA 95 Standards and plant automations with readiness to travel onsite for site deployments.
• Experience working with manufacturing plants and MES implementations with strong analytical and problem-solving skills.

Embedded within AIR Communities' contact center operations, the Center Consultant handles inbound and outbound calls from prospective and current residents, providing lease information, scheduling on-site appointments, and capturing accurate prospect data to support community occupancy goals. Working closely with leasing consultants and community teams, the Center Consultant maintains performance standards across schedule adherence, average handling time, and call quality on a defined daily schedule.

Day-to-Day Responsibilities

• Work with communities and future residents to schedule on-site appointments with leasing consultants.
• Initiate and follow up on prospect inquiries in a timely and professional manner.
• Accurately capture resident and prospect information for communication and record keeping.
• Ensure excellent customer relations by responding to requests via phone, email, and chat while maintaining a customer-focused attitude.
• Escalate issues through appropriate channels and use problem-solving skills to handle unpredictable situations.
• Consistently meet all performance standards including schedule adherence, average handling time, and call quality.

Position Requirements

• 1 to 3 years of related experience with call center environment experience preferred.
• Intermediate to Advanced proficiency in Microsoft Office Suite, OneSite, and Yieldstar.
• Superior attention to detail with dependability and proven ability to work independently.
• Advanced written and oral communication skills with ability to navigate computerized data entry systems.
• Ability to work in a fast-paced environment and on one weekend day as required.

Center Consultant supports Deloitte's ESG Center of Excellence in Bangkok by enabling go-to-market strategies, eminence-building initiatives, and training programs across South East Asia's Climate and Sustainability portfolio. Success in the position means strengthening the regional ESG pipeline through effective branding, client solution development, and cross-functional collaboration with Deloitte Greendot staff and external partners.

Work Activities

• Enable the eminence agenda and drive it forward with input from the Climate and Sustainability program leadership team.
• Enable branding and marketing initiatives across the SEA region including events, thought leadership, and external partnerships.
• Enable planning and delivery of training initiatives to equip all Deloitte Greendot staff on Climate and Sustainability capacity.
• Enable development of all SEA go-to-market strategies including pitching enablement, methodology, quality, and risk management.
• Diagnose problems, conduct analysis, and develop solutions for client challenges across ESG engagements.
• Articulate ideas clearly to instill confidence in teams and clients and manage own work against the project plan.
• Gather and interpret financial information to strengthen proposed recommendations and support business development processes.

Experience and Qualifications

• Minimum 4 years of working experience with a university-level degree in a related field of studies.
• Fair understanding of the climate and sustainability landscape in the Asia-Pacific region with practical experience preferred.
• Applicable experience in the ESG market or industry with good capacity in internal communication.
• Ability to develop and share reusable assets, comprehend sales and business development processes, and understand client business and sector trends.
• Ability to effectively interact with colleagues and clients of varying backgrounds and present ideas using clear, concise messaging supported by appropriate data and tools.