Consultant AIEnabled Contact Center Transformation

Apply NowApply Later YOUR QUALIFICATIONS AND SKILLS * Undergraduate degree in business or a related discipline required; advanced graduate degree (e.g., MBA, PhD) preferred * 6+ years of experience in Customer Care, Contact Center or Call Center transformation and strategy * Expertise across the critical elements of contact center strategy, design and delivery, including experience in core contact center technology platforms, tools, and systems is highly preferred. This includes both the strategic design and implementation and/or configuration of contact center technologies. * Deep knowledge of common telephony and CCaaS products, including Genesys, Amazon Connect, Five9, NICE, Google CCAI, or similar AI-centric technology. * Exposure to implementing agentic solutions in contact center operations, bridging the gap between emerging AI capabilities and operational reality. * Experience working in cross-functional teams, bringing together partners from across businesses to understand, define and address high-priority challenges within high-priority customer journeys * Industry expertise preferred in: Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector * Ability to work or attend meetings outside of traditional business hours or take on projects with limited or no notice at times * Exceptional time management to meet your responsibilities in a complex and largely autonomous work environment * Proficient in rational decision making based on data, facts, and logical reasoning * Ability to travel up to 80% to and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines) Apply NowApply Later Share This Job Equal Opportunity Employment Disclaimer McKinsey & Company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.