Contact Center Consultant (HealthCare & Finance/Banking/Insurance)

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering #Experiences that Matter.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

ABOUT THE OPPORTUNITY

Avaya Customer Experience Services is a leading provider of innovative customer experience solutions, specializing in diverse sectors including Healthcare, Finance, Banking, and Insurance, Travel and Hospitality, Gaming, and Retail. Dedicated to helping businesses transform their contact center operations, we are seeking a strategic and results-driven Contact Center Customer Experience Business Consultant specifically for the Healthcare and Finance/Banking industry to join our dynamic team. If you have a passion for enhancing customer experiences and a deep understanding of contact center strategies in these industries, we want to hear from you.

As a Contact Center Customer Experience Business Consultant, you will be a key advisor to our clients, collaborating with them to optimize their contact center strategies and drive superior customer experiences in either the Healthcare or Finance, Banking sectors. You will leverage your expertise in these industries, contact center technologies, process optimization, and customer engagement to provide valuable insights, develop tailored solutions, and ensure the successful implementation of customer experience initiatives.

• Client Collaboration: Build strong, collaborative relationships with clients in the Healthcare or Finance/Banking sectors. Understand their unique business needs, challenges, and objectives related to customer interactions. Serve as a trusted advisor, guiding clients through the process of enhancing their contact center operations.
• Needs Assessment: Conduct in-depth assessments of clients' existing contact center processes, technologies, and customer interactions within the Healthcare or Finance, Banking sectors. Identify pain points, bottlenecks, and areas for improvement through detailed analysis and client consultations.
• Strategic Planning: Develop comprehensive and customized customer experience strategies and roadmaps based on assessment findings in the Healthcare or Finance, Banking, Insurance sectors. Recommend innovative solutions, process improvements, and technology implementations to optimize contact center operations and enhance customer satisfaction.
• Technology Integration: Evaluate, recommend, and implement advanced contact center technologies and tools tailored to the Healthcare or Finance, Banking sectors. Improve efficiency and customer service quality through AI-driven chatbots, speech analytics, omnichannel solutions, and workforce management systems.
• Performance Analysis: Establish KPIs and metrics to measure the effectiveness of customer experience initiatives within specific industries. Monitor, analyze, and interpret performance data to track progress and make data-driven recommendations for continuous improvement.
• Training and Development: Develop and deliver industry-specific training programs for contact center staff and management. Provide coaching and guidance to improve soft skills, product knowledge, and problem-solving abilities within the Healthcare or Finance, Banking, Insurance sector.
• Documentation and Reporting: Prepare detailed reports outlining assessment findings, recommendations, implementation plans, and performance metrics tailored to each industry. Present findings and progress updates to clients in a clear, concise, and persuasive manner.
   

ABOUT YOU

• Bachelor’s degree in business, Marketing, Management, or related field (master’s degree preferred).
• Proven experience in contact center operations, customer service management, or customer experience consulting, with expertise in the Healthcare or Finance, Banking, Insurance industry.
• Deep understanding of contact center technologies, CRM systems, and customer engagement platforms specific to each industry.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, both written and verbal.
• Proven ability to work collaboratively in cross-functional teams and independently with minimal supervision.
• Exceptional project management skills, including the ability to manage multiple complex projects simultaneously.
• Customer-focused mindset and a passion for delivering exceptional customer experiences within diverse industries.

COMPENSATION

The pay range for this opportunity is from $137,300 to $185,350 + performance-related bonus + benefits

This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies.

Experience

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf). #LI-LD1