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Contact Center Consultant

Contact Center Consultant

83zeroLondon Area, United Kingdom, United Kingdom
17 hours ago
Job type
  • Full-time
  • Permanent
Job description

Contact Centre Transformation Consultant

Hybrid Working (UK-based with travel to client sites as required)

Full-time | Permanent

Salary : £95,000 - £100,000 benefits, perks, healthcare option and bonus!

Client : Global IT Consultancy

Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We’re looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world’s most recognisable brands.

About the Role

As a Transformation Consultant, you’ll partner directly with clients across a range of industries to help them achieve their customer experience (CX) vision. You’ll lead transformation initiatives, optimise contact centre ecosystems, and implement digital-first solutions that deliver measurable impact.

In this role, you will :

  • Lead client engagements : Take ownership of transformation projects, delivering against clearly defined milestones and success measures.
  • Assess and optimise current-state operations : Identify gaps in process, systems, and technology, and make actionable recommendations.
  • Design future-ready CX strategies : Drive efficiencies and improve experience by introducing automation, self-service, and omni-channel capabilities.
  • Maximise tech investment : Advise on existing contact centre platforms (e.g. Zendesk, AWS) and recommend CCaaS solutions tailored to business needs.
  • Support pre-sales : Contribute to RFI / RFP responses and collaborate on the development of client-specific solutions.

What We’re Looking For

We’re seeking someone who is both strategic and hands-on, with a strong grasp of the technologies and techniques shaping modern customer operations.

You’ll bring :

  • A proven track record in contact centre transformation and CX optimisation
  • A deep understanding of contact centre KPIs and how to improve them
  • Knowledge of automation tools and principles (e.g. chatbots, conversational AI, webchat, call deflection)
  • Experience with customer journey mapping and process re-engineering
  • A collaborative, consultative mindset with excellent communication skills

    • Security & Pre-Employment Requirements

    To be appointed, you’ll need to pass Baseline Personnel Security Standard (BPSS) checks, including :

  • Right to work verification
  • A minimum of 3 years continuous employment history
  • Criminal record check (Disclosure and Barring Service)
  • Additional checks if you’ve lived outside of the UK in the past 3 years

    • Apply now and help build the future of customer experience.

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    Contact • London Area, United Kingdom, United Kingdom