Contact Center CX / Operations Consultant

Position Summary

We have an immediate need for a highly skilled CX / Operations Consultant with contact center expertise to lead a self-service project involving design and implementation of IVR and chatbot self-service solutions as well as agent-facing automations. The ideal candidate has the ability to blend industry insight, CX advisory, and transformation expertise to deliver innovative solutions.

In this Role, You Will

• Lead workshops and design sessions to define scope and guide stakeholders.
• Act as a strategic advisor, bringing market trends, competitive analysis, and best practices.
• Facilitate communication between business users, technical teams, and project management.
• Establish baselines for metrics such as intent recognition and containment rates.
• Track improvements over time and contribute to program management and status reporting.

Work Model

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

Required Qualifications

· Contact Center Expertise:

o Approximately 12-14 years of experience in customer service /contact center operations and/or consulting for customer service and agent experience

o Strong understanding of contact center operations, KPIs, and performance metrics.

o Strong understanding of contact center technology capabilities, including channels, self-service, agent tools and support functions (quality management, workforce management, knowledge management, training, etc.)

· Consulting & Analysis Skills:

o Minimum 3-5+ years as a Functional Consultant, Business Analyst, or Process Consultant, with 2+ years related to Contact Centers or Customer Service.

o Excellent analytical, communication (oral & written) and interpersonal skills

o Led requirements gathering sessions with key stakeholders to capture critical business needs.

o Develop comprehensive documentation, including Business Requirement Documents (BRD) and Functional Requirement Documents (FRD).

o Created detailed As-Is and To-Be process flows that clearly illustrate current operations and future improvements.

o Extensive experience in translating requirements into EPICs, user stories, and functional specifications, while working in Agile environments and throughout the SDLC.

· Stakeholder Management & Communication:

o Strong consulting skills with experience running workshops and managing stakeholders.

o Served as a key liaison between business units, technical teams, and external partners to ensure seamless communication and project execution.

o Demonstrated strong negotiation and interpersonal skills to effectively manage stakeholder expectations and ensure alignment.

o Excellent communication skills to interact with delivery teams, SMEs, and stakeholders. Experience should include stakeholder management, solution design, workshop facilitation and executive presentations.

o Excellent analytical, communication (oral & written) and interpersonal skills

· Leadership & Team Management:

o Highly self-motivated, quick learner, team player, challenge seeker

o Act as the primary point of contact for leadership, effectively managing cross-functional initiatives and complex stakeholder engagements.

o Proven experience in leading and mentoring a team, fostering a collaborative and high-performance environment.

o Provide strategic direction and continuous performance feedback to ensure the team’s growth and alignment with organizational goals.

o Ability to lead without direct authority and influence business and IT stakeholders.

o Good leadership and project execution skills, happy to mentor and share knowledge

These Will Help You Stand Out

• Bachelor’s Degree.
• Experience with CCaaS solutions (Genesys, NICE, Amazon Connect), self-service technologies (Google, Amazon Lex), and CRM platforms (Salesforce, Dynamics, Pega).
• Banking & Retirement Services expertise.
• Familiarity with both Agile and Waterfall methodologies.

Please note, this role is not able to offer visa transfer or sponsorship now or in the future

Applications will be accepted until 3/30/2026.

Salary and Other Compensation

The annual salary for this position is between $116,000p.a to $160,000p.a depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.