Business Consultant -contact center

Business Consultant -contact center

Position Description
. Clearance: Reliability clearance or eligible for clearance

We are seeking a Consultant to join our team and support the delivery of complex business transformation, process improvement, and organizational change initiatives across a diverse portfolio of clients. In this role, you will collaborate with client stakeholders and project teams to assess business challenges, document and optimize processes, develop governance frameworks, and support the implementation of strategic solutions. You will contribute to all phases of consulting engagements, from research and analysis through implementation and operational readiness, helping clients improve efficiency, enhance service delivery, and achieve their business objectives. This is an excellent opportunity for a consulting professional who thrives in dynamic environments, enjoys solving complex problems, and is passionate about delivering meaningful results for clients.

Your future duties and responsibilities
.Support development of business requirements, process maps, governance documentation, operating procedures, and implementation materials.
.Conduct research and analysis to support business transformation, process improvement, and organizational change initiatives.
.Support process standardization activities by documenting agreed processes, procedures, and governance approaches.
.Support workshops and working sessions through preparation of materials, documentation of outcomes, and follow-up activities.
.Collaborate with client stakeholders and project teams to gather information, validate approaches, and support development of practical solutions.
.Develop detailed deliverables, presentations, and implementation materials required to advance client initiatives.
.Support implementation planning, operational readiness, and transition activities.
.Support proposal development and client pursuits through research, analysis, development of presentation materials, and drafting of proposal content.

Required qualifications to be successful in this role
.Minimum 5 years of experience supporting business transformation, process improvement, operating model, governance, or organizational change initiatives.
.Experience developing process maps, operating procedures, governance documentation, or implementation materials.
.Experience supporting workshops and stakeholder engagement activities.
.Prior consulting experience as part of overall career experience.
.Strong written communication and documentation skills.

Preferred Qualifications
.Experience within contact centre, service desk, workload/workforce management, or customer support operations.
.Experience supporting operational readiness, transition planning, or post-implementation activities.
.Experience working within government or other large, complex organizations.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $75,000–$125,000. This role is an existing vacancy.

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Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email . Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.