Job Description

Seeking experienced Transformation Consultants to lead digital transformation projects aimed at enhancing contact center operations and customer experience. This role focuses on process improvement using structured methodologies and modern technologies like GenAI, Agentic AI, and Conversational AI Bots. Key Responsibilities: Lead and execute transformation initiatives in contact center and customer experience domains Conduct Process Discoveries, Customer Journey Mapping, and gap analyses Drive improvements using DMAIC methodology and Lean Six Sigma tools Implement solutions involving RPA, AI-enabled bots, and other emerging technologies Collaborate across delivery, sales, and technology teams Facilitate client interactions and support pre-sales, orals, and due diligence Foster a problem-solving culture through training and mentoring Mandatory Qualifications: Green Belt certified (mandatory), Black Belt preferred 5+ years of total experience, with 3+ years specifically in digital transformation Hands-on with Visio, knowledge of GenAI, Agentic AI, Conversational Bots Strong exposure to contact center / CX transformation