Develop and execute a comprehensive change strategy aligned with the implementation plan.
Define stakeholder engagement and communication plans.
Identify adoption risks and mitigation strategies.
Build strong relationships with senior leadership and sponsors.
Design and deliver clear, consistent communication campaigns.
Translate CCaaS concepts into business-friendly messaging.

🎯 Requirements

Proven change management experience in large-scale digital/cloud transformations.
Experience with CCaaS platforms (Genesys Cloud, Amazon Connect, NICE CXone).
Strong understanding of contact centre operations and CX.
Excellent stakeholder management and communication skills.
Experience applying change methodologies (Prosci ADKAR).
Experience with Learning Management Systems (LMS).

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