Manager, Customer Service Strategy (CCaaS)

Are you ready to make an impact?

West Monroe is seeking a highly skilled Manager to join our Customer Service Strategy Team with a focus on CCaaS (Contact Center as a Service). You are an expert in customer service, especially in applying your knowledge of CCaaS solutions to transform contact centers and digital self-service through technology. You will develop and implement comprehensive CCaaS transformation strategies that align with our client’s vision and business goals. Your role will involve leading strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. You will play a key role in reimagining customer support in a digital landscape, helping clients optimize and transform their customer service solutions. Additionally, you will be involved in the selling process, creating and pitching proposals to solve client problems. This position offers an opportunity to lead and develop people and the practice.

Responsibilities

Client Delivery

• Lead client engagements and large-scale transformation in customer service from strategy development through implementation.
• Oversee the delivery cycle of complex, CCaaS technology solutions.
• Lead the development and enhancement of methodologies and client-delivery approaches for customer service transformation.
• Assess client current state to identify gaps, document requirements, and recommend solutions; craft high-level strategic roadmaps as well as detailed project plans to address gaps.
• Lead the process of gathering business requirements and translating them into detailed design and project plans.
• Collaborate effectively with stakeholders, building strong client relationships.
• Guide the development and execution of platform migration and deployment strategies.
• Collaborate with technology partners to create and implement service-focused solutions.
• Utilize Agile methodologies for project planning, focusing on milestones, resource allocation, scope, budget, and risk management.
• Direct day-to-day activities of project teams.
• Guide teams in developing strategic visions and innovative UI/UX designs.
• Engage with client stakeholders to discuss business needs, funding, scope, and timelines.
• Lead the end-to-end delivery lifecycle of complex, large-scale CCaaS technology solutions.

People and Practice Development

• Coach, mentor, and develop teams to further West Monroe’s mission of “Building the Next Generation of Leaders.”
• Contribute to the evolution of solution offerings, methodologies, and business development tools.
• Mentor and develop team members to enhance expertise in CCaaS solutions.
• Stay informed about industry trends and emerging technologies to provide thought leadership.

Business Development

• Drive new business development efforts by identifying opportunities to transform client customer service through CCaaS solutions.
• Understand client needs and goals, translating those into detailed project proposals.
• Create work plans, pricing estimates, and risk assessments for prospects.
• Lead client relationship development and support account planning.
• Actively identify business development opportunities, including cross-selling to other capabilities and practices within West Monroe.

Qualifications

• 8+ years of experience in technology transformation, focusing on CCaaS or cloud-based contact center solutions.
• 5+ years of proven track record leading large-scale transformation projects and driving organizational change.
• Experience in a consulting or professional services.
• Proven track record of leading and selling large-scale transformation projects and driving change.
• Expertise in CCaaS technologies and best practices, including strategy and implementation on platforms like AWS, Google CCAI, Genesys, and NICE.
• Strong skills in aligning technology with contact center benchmarks and quality metrics.
• Experience with both Waterfall and Agile SDLC for implementing technology platforms.
• Strong leadership and communication skills for managing client accounts and multidisciplinary teams.
• Willingness to travel as needed for client support (30 to 50%)

Based on pay transparency guidelines, the salary range for this role is listed below. Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating