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crm analytics change management ai contact center📋 Description
- Provide change management guidance for contact center software deployments.
- Lead workshops to drive understanding and adoption of changes.
- Develop PROSCI-aligned change plans, templates, and materials.
- Advise on AI-enabled capabilities adoption (agent assist, automation, analytics).
- Collaborate with Lead BC and Application Consultant to deliver engagement.
🎯 Requirements
- Experience in a contact center environment.
- Experience with enterprise software change management.
- PROSCI certification is required.
- 5+ years leading change management for large tech implementations.
- Experience supporting CM for AI, automation, or analytics in enterprise or contact centers.
- Domain familiarity with omni-channel routing, ACD/IVR, CRM, WFM, QA, and analytics.
🎁 Benefits
- Join a global, growth-oriented company with opportunities across roles, disciplines, and locations.
- Fast-paced, collaborative, and creative work environment.
- Exposure to AI-enabled contact center capabilities and adoption strategies.
- Opportunity to work with senior leaders and cross-functional teams.
- Flexible location options, with remote work supported.
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