Business Consultant, Change Management
About the position
This role is a high-impact consulting position focused on guiding enterprise clients through organizational change in contact center environments. You will work closely with customer teams to develop and implement structured change management plans that drive adoption of new technologies, processes, and AI-enabled tools. Acting as a trusted advisor, you will facilitate workshops, provide coaching, and create materials to ensure leaders and frontline staff embrace new ways of working. The role requires balancing strategic guidance with practical, role-based adoption strategies, while addressing resistance and building executive support. You will collaborate with cross-functional teams to ensure successful technology integration, operational improvements, and measurable business outcomes. Strong facilitation, communication, and advisory skills are critical for success in this position.
Responsibilities
• Advise clients on change management plans, adoption strategies, and engagement approaches
• Conduct interactive workshops to build understanding and buy-in among leaders and teams
• Guide the development of PROSCI-aligned change management plans, including stakeholder engagement, communication, enablement, and reinforcement mechanisms
• Support adoption of AI-enabled contact center tools, translating capabilities into actionable, role-based guidance
• Collaborate with client sponsors, leaders, and internal consultants to address resistance, trust, and workforce adoption considerations
• Create templates, messaging, and content assets for client customization and ongoing use
Requirements
• PROSCI certification (required)
• 5+ years of experience leading change management for large technology implementations or organizational transformations
• Experience in enterprise software change management within contact center or similar operational environments
• Knowledge of AI, automation, or advanced analytics adoption strategies
• Strong facilitation, presentation, and communication skills for executive and frontline audiences
• Ability to navigate ambiguity, drive results, and influence leadership teams
• Demonstrated ability to work collaboratively in team-based consulting environments
Nice-to-haves
• Domain familiarity preferred in areas such as omni-channel routing, CRM, workforce management, quality management, analytics, and performance management
Benefits
• Competitive salary and bonus potential
• Flexible remote work arrangements
• Comprehensive benefits including healthcare, retirement, and wellness programs
• Opportunity to work on AI-driven, enterprise-level change management initiatives
• Professional development and mentorship within a consulting environment
• Exposure to diverse clients and high-impact transformation projects
Apply tot his job
Apply To this Job
This role is a high-impact consulting position focused on guiding enterprise clients through organizational change in contact center environments. You will work closely with customer teams to develop and implement structured change management plans that drive adoption of new technologies, processes, and AI-enabled tools. Acting as a trusted advisor, you will facilitate workshops, provide coaching, and create materials to ensure leaders and frontline staff embrace new ways of working. The role requires balancing strategic guidance with practical, role-based adoption strategies, while addressing resistance and building executive support. You will collaborate with cross-functional teams to ensure successful technology integration, operational improvements, and measurable business outcomes. Strong facilitation, communication, and advisory skills are critical for success in this position.
Responsibilities
• Advise clients on change management plans, adoption strategies, and engagement approaches
• Conduct interactive workshops to build understanding and buy-in among leaders and teams
• Guide the development of PROSCI-aligned change management plans, including stakeholder engagement, communication, enablement, and reinforcement mechanisms
• Support adoption of AI-enabled contact center tools, translating capabilities into actionable, role-based guidance
• Collaborate with client sponsors, leaders, and internal consultants to address resistance, trust, and workforce adoption considerations
• Create templates, messaging, and content assets for client customization and ongoing use
Requirements
• PROSCI certification (required)
• 5+ years of experience leading change management for large technology implementations or organizational transformations
• Experience in enterprise software change management within contact center or similar operational environments
• Knowledge of AI, automation, or advanced analytics adoption strategies
• Strong facilitation, presentation, and communication skills for executive and frontline audiences
• Ability to navigate ambiguity, drive results, and influence leadership teams
• Demonstrated ability to work collaboratively in team-based consulting environments
Nice-to-haves
• Domain familiarity preferred in areas such as omni-channel routing, CRM, workforce management, quality management, analytics, and performance management
Benefits
• Competitive salary and bonus potential
• Flexible remote work arrangements
• Comprehensive benefits including healthcare, retirement, and wellness programs
• Opportunity to work on AI-driven, enterprise-level change management initiatives
• Professional development and mentorship within a consulting environment
• Exposure to diverse clients and high-impact transformation projects
Apply tot his job
Apply To this Job