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Senior Consultant - High Performance Contact Center (HPCC)

Senior Consultant - High Performance Contact Center (HPCC)

222 W Adams St, 11th Floor
Chicago, Illinois, 60606
United States

West Monroe isn’t a start-up consulting firm, but we act like one.
From day one, our people have the opportunity to make a definitive personal impact for their clients and their careers. What does this mean? It means we seek out the best of the best, and then we challenge them to make us better.

If you are looking to be a “behind the scenes” technologist, this isn’t the place for you. We celebrate driven professionals who thrive in a collaborative environment. Our consultants work on front lines – partnering with clients to deliver game changing solutions in the most dynamic industries. Sound interesting? Then West Monroe Partners just might be the place for you.

Think you’re up to the challenge?
Due to increasing demand for our consulting and project delivery services in the marketplace, West Monroe Partners has an immediate need for an experienced Senior Consultant for our High Performance Contact Center team within the Customer Experience Practice.

The ideal candidate will possess the ability to lead a project team while staying focused and multi-task oriented in a fast-paced environment. The candidate will also need to possess exceptional verbal and written communication skills to effectively communicate with client personnel, senior management and the project team.

The candidate must have relevant experience and familiarity with contact center, CRM and customer MDM, preferably in healthcare, financial services and utilities. He/she should also have experience working with clients to create financial models and develop risk mitigation approaches and strategies to help them manage investment risk and promote strategies to justify investments and solutions.

Here’s what you’ll be doing:
* Consultants work onsite with customers to elicit and analyze their requirements, develop designs, and implement transformational business solutions
* Strong understanding of capabilities and limitations of various platforms and can clearly communicate those to customers
* Lead/assist with discovery workshops, which includes the facilitation of large audiences, solution presentations, and prototype demonstrations
* Identify and inventory of customer process pain points and gaps in best practices
* Perform analysis and decomposition of complex business information into Use Cases and User Stories
* Use strategic business consulting skills to work with clients through all stages of information and analytics-based customer experience strategy transformation projects
* Consult with clients to identify, clarify, and resolve complex issues critical to clients’ strategic and operating success

Here's what you need to bring to the table:
* Bachelor’s Degree is required; Master’s Degree in Business, Engineering, or Management Information Systems preferred
   Ability to Travel Monday - Thursday (weekly) up to 80%
* 3-5 years’ experience leading work streams and/or managing medium size teams of professional services consultants and large project; or medium to large sized contact centers
* Management consulting experience is highly desired
* Demonstrable prior experience with contact center management, consulting experience, and/or the delivery of complex telecommunications and/or other contact center technical and/or technology consulting solutions
   Mature business project management and consulting skills; writing and presentation of business solution
* Business skills: listening, clarifying, asking questions, recommending, proposing ideas and solutions
* Positive attitude, team player, excellent customer communications skills and the ability to act on own initiative with a strong commitment to customer service

So, if you’re looking for an opportunity to flex your technical muscles in a high-energy, team-oriented environment where you own your career, we’d love to hear from you.
Think you’ve got what it takes? Join our team and make us better.

West Monroe Partners is an Equal Employment Opportunity Employer -
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • AccessDatabases
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

Location

222 West Adams Street , Chicago, IL 60606

An Insider's view of West Monroe Partners

How do you collaborate with other teams in the company?

West Monroe's collaborative culture allows you to grow professionally by working across practices, industries and offices - all while creating value for the client.

Kirsten

Senior Consultant, Mergers & Acquisitions

What makes someone successful on your team?

If you refuse to shy away from a challenge and enjoy working with an intelligent group of people that genuinely care about those around them, your success will be imminent at West Monroe.

Adam

Manager, Advanced Analytics

What are West Monroe Partners Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Where you decide to build your career is one of the most important decisions you will make. Our hope is you see the value of building it here at West Monroe Partners. As a firm, we strive to provide a total rewards model that illustrates our commitment to our people and their growth, creating value today, tomorrow and well into the future.

We invest in you. At West Monroe Partners, we don't just give lip service to the philosophy that people matter. We invest in it, through an attractive package of rewards that promotes your health and well-being, your financial future, your development, and your satisfaction and enjoyment at work.

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