Contact Centre Domain Specialist

Vacancy job title: Contact Centre Domain Specialist

Start Date: ASAP

End Date/Duration: 6 months initially – 3 months rolling

Location: London (hybrid)

We’re looking for a Contact Centre domain specialist to work alongside a Business Lead to build a strategy pack that tells the narrative of what a future Contact Centre should look like for our retail client, focusing on capability shifts, business outcomes, and selected technology strategy considerations.

Objectives

• Create a clear, compelling future-state narrative for a Contact Centre, aligned to measurable business outcomes
• Define the capability changes required (people, process, data, operating model, tooling) to realise that future state
• Produce an executive-ready strategy pack suitable for senior forums and decision-making (e.g., Strategy/Architecture governance)

Key responsibilities

• Partner with the Business Lead to shape the storyline, problem statement, and “North Star” target state for Contact Centre
• Assess current Contact Centre capabilities vs. future needs; identify capability gaps and shifts required to deliver outcomes
• Facilitate workshops/interviews with stakeholders to gather input and validate direction (business, operations, digital, data, technology)
• Define business outcomes and success measures (e.g., customer experience, cost-to-serve, agent productivity, quality, resilience)
• Provide “just enough” technology strategy considerations to make the future state actionable (e.g., platform patterns, data/AI opportunities, integration/knowledge, vendor considerations) without turning this into a solution design
• Produce structured content that is consistent with existing strategy packs (context, scope, outcomes, dependencies, risks, next steps)
• Future Contact Centre narrative (where we are, why change, what “good” looks like, how we get there).
• Capability model / capability shifts (current vs. target, gaps, priorities
• Outcome framework with indicative metrics and measurement approach
• Strategic options & recommendations (2–3 options with trade-offs, plus recommended path)
• Roadmap (high-level) with sequencing, dependencies, and key decisions required
• Risks, issues, assumptions, dependencies and proposed mitigations
• Executive-ready strategy pack (PowerPoint) and supporting notes (Word) if needed.

Required experience

• Deep expertise in Contact Centre operations and transformation (e.g., omni-channel service, workforce management, quality, knowledge, case management, customer journeys)
• Proven track record producing strategy packs / target state narratives for senior stakeholders
• Strong capability-based thinking: linking capability shifts → business outcomes
• Comfortable working in ambiguous, fast-moving environments and shaping structure from scratch.

Desired skills / knowledge

• Business architecture (capability mapping, value streams, operating model design)
• Working knowledge of Contact Centre technology landscape (e.g., CCaaS (Contact Centre as a Service), CRM (Customer Relationship Management), knowledge management, analytics, automation, AI‑assisted service) to inform strategy considerations
• Stakeholder management and facilitation (workshops, interviews, synthesis)
• Strong writing and storyboarding skills (executive narrative, crisp slides)
• Bringing industry wide experience and trends for Contact Centres.

Ways of working / reporting

• Contractor will work day‑to‑day with a nominated Business Lead, collaborating with relevant product/technology stakeholders as needed
• Output‑oriented engagement: emphasis on producing an agreed strategy pack and decision‑ready narrative

What we’ll assess

• Evidence of Contact Centre strategy delivery (examples of packs, artefacts, or programmes shaped)
• Ability to link capability changes to measurable outcomes.
• Structured thinking: scope, dependencies, risks, sequencing
• Executive communication and storytelling quality

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