Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Value Consultant / Anal

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Role Overview

As a CCaaS (Contact Center as a Service) Value Consultant, you will be responsible for driving strategic customer engagements that maximize the operational and financial impact of our client's CCaaS implementations. You will partner with clients to assess their CX maturity, define transformation roadmaps, and build compelling business cases that demonstrate the value of our client's platform and services.

Key Responsibilities

• Lead value consulting engagements to assess current CX capabilities and identify transformation opportunities using the CCaaS CX Value Framework
• Develop tailored business cases, including financial impact analysis and ROI projections, to support executive decision-making.
• Collaborate with cross-functional teams (sales, delivery, product, and client stakeholders) to align on strategic priorities and solution scope
• Facilitate workshops and discovery sessions to map customer journeys and define omnichannel strategies
• Support CCaaS migration initiatives by contributing to solution architecture, integration planning, and KPI definition
• Provide ongoing value tracking and continuous improvement recommendations post-implementation
• Contribute to change management and training strategies to ensure successful adoption and end-user readiness