Contact Center Transformation Lead

Job title: Contact Center Transformation Lead
Work Location: Eden PrairieMN55344
Duration of the project: 06 Months

Minimum years of experience required: 8-10 yrs overall experience and 3 in leading enterprise/CX transformation programs

Would you require the candidates to meet you for an in-person interview?:
Should be open for both

Must have skills:
" 3 years leading enterprise/CX transformation programs.
" Hands-on with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions.
" API/middleware integration requirements experience.
" UAT leadership experience.
" Agile/Scrum/Waterfall exposure.
" Super communication skills.
" CCaaS/omnichannel platform experience.
" Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar.
" State government or healthcare domain experience.
" CBAP/PMI-PBA/Agile BA certifications.

Nice to have skills
Single functional SME quarterback owning requirements endtoend across CRM, Telephony, and conversational AIbots ideally with State Government and Healthcare domain. Experience Lead requirements discovery across business, ops, tech, and client stakeholders for contact center, CRM, telephony, and AIdriven solutions.
Own requirements traceability, translate business needs into user stories, process flows, and acceptance criteria.

Detailed Job Description:
3 years leading enterpriseCX transformation programs. Handson with Contact Center, CRM, Telephony, or AIenabled customer engagement solutions. APImiddleware integration requirements experience.
UAT leadership experience. AgileScrumWaterfall exposure. Super communication skills. CCaaSomnichannel platform experience.
Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar. State government or healthcare domain experience. CBAPPMIPBAAgile BA certifications. Global delivery with direct client engagement

Minimum years of experience: 8-10 yrs overall experience and 3 in leading enterprise/CX transformation programs
Education: Bachelor s / Masters

The top 3 responsibilities would expect the Subcon to shoulder and execute:

Define integration requirements across CRM, telephony, AI platforms, and enterprise systems APIs, data mapping, interfaces. Support designdevimplementation phases, lead UAT and business validation.
3 years leading enterpriseCX transformation programs. Handson with Contact Center, CRM, Telephony, or AIenabled customer engagement solutions. APImiddleware integration requirements experience.
UAT leadership experience. AgileScrumWaterfall exposure. Super communication skills. CCaaSomnichannel platform enterprises

Education Qualification required: Bachelor s / Masters