{"id":38241,"date":"2025-04-14T08:16:36","date_gmt":"2025-04-14T06:16:36","guid":{"rendered":"https:\/\/www.spotwork.com\/?p=38241"},"modified":"2025-04-14T08:20:18","modified_gmt":"2025-04-14T06:20:18","slug":"senior-manager-senior-consultants-contact-center-transformation-banking-industry","status":"publish","type":"post","link":"https:\/\/www.spotwork.com\/en\/senior-manager-senior-consultants-contact-center-transformation-banking-industry\/","title":{"rendered":"Senior Manager &amp; Senior Consultants \u2013 Contact Center Transformation (Banking Industry)"},"content":{"rendered":"<div class=\"vgblk-rw-wrapper limit-wrapper\">\n\n\t<p>y<img loading=\"lazy\" src=\"https:\/\/wealthtender.com\/wp-content\/uploads\/2022\/05\/wealthtech.jpg\" alt=\"What is Wealthtech? Technology Tools for Advisors and Wealth Management Firms - Wealthtender\" width=\"282\" height=\"188\" \/><\/p>\n<h2 data-pm-slice=\"1 3 []\">Senior Manager &amp; Senior Consultant \u2013 Contact Center Transformation (Banking Industry)<\/h2>\n<p><strong data-start=\"266\" data-end=\"279\">Duration:<\/strong> 7-8 months | <strong data-start=\"293\" data-end=\"308\">Start Date:<\/strong> ASAP | <strong data-start=\"316\" data-end=\"329\">Rental:<\/strong> Dubai &amp; Sharjah, UAE (On-site only) | <strong data-start=\"368\" data-end=\"383\">Daily Rate:<\/strong> based on experience<\/p>\nWe are looking for <strong>two experienced freelance consultants<\/strong> &#8211; <strong data-start=\"477\" data-end=\"505\">Senior Manager and<\/strong>\u00a0<strong data-start=\"510\" data-end=\"531\">Senior Consultant<\/strong> \u2013 to support our client, a leading bank in the UAE, in delivering a major <strong>Contact Center Transformation project<\/strong>. This critical initiative focuses on enhancing customer experience through journey redesign, IVR optimization, and implementing Genesys CX solutions. As part of this transformation program, you will work closely with the bank&#039;s leadership to shape customer journeys, modernize contact center operations, and ensure smooth end-to-end delivery. The engagement will require full on-site presence across Dubai and Sharjah, providing hands-on expertise and direct collaboration with client teams.\n<strong data-start=\"1138\" data-end=\"1161\">Mission Objectives:<\/strong>\n<ul data-start=\"1162\" data-end=\"1384\">\n<li data-start=\"1162\" data-end=\"1229\">\nDrive the end-to-end transformation of the bank&#039;s contact center.\n<\/li>\n<li data-start=\"1230\" data-end=\"1277\">\nEnhance customer journeys and IVR strategies.\n<\/li>\n<li data-start=\"1278\" data-end=\"1324\">\nImplement and optimize Genesys CX solutions.\n<\/li>\n<li data-start=\"1325\" data-end=\"1384\">\nProvide expert, hands-on consulting and delivery support.\n<\/li>\n<\/ul>\n<strong data-start=\"1386\" data-end=\"1411\">Key Responsibilities:<\/strong>\n<em data-start=\"1413\" data-end=\"1436\">Consulting &amp; Strategy<\/em>\n<ul data-start=\"1437\" data-end=\"1665\">\n<li data-start=\"1437\" data-end=\"1511\">\nLead and design customer journey frameworks tailored to banking clients.\n<\/li>\n<li data-start=\"1512\" data-end=\"1576\">\nDefine and implement contact center transformation strategies.\n<\/li>\n<li data-start=\"1577\" data-end=\"1665\">\nProvide actionable insights to improve customer experience and operational efficiency.\n<\/li>\n<\/ul>\n<em data-start=\"1667\" data-end=\"1697\">Project Execution &amp; Delivery<\/em>\n<ul data-start=\"1698\" data-end=\"1944\">\n<li data-start=\"1698\" data-end=\"1777\">\nDeliver hands-on support across project phases from design to implementation.\n<\/li>\n<li data-start=\"1778\" data-end=\"1866\">\nOptimize IVR flows and ensure seamless integration with customer experience platforms.\n<\/li>\n<li data-start=\"1867\" data-end=\"1944\">\nWork closely with technical teams to deploy and configure Genesys CX tools.\n<\/li>\n<\/ul>\n<em data-start=\"1946\" data-end=\"1985\">Stakeholder Management &amp; Coordination<\/em>\n<ul data-start=\"1986\" data-end=\"2212\">\n<li data-start=\"1986\" data-end=\"2046\">\nEngage directly with business and technology stakeholders.\n<\/li>\n<li data-start=\"2047\" data-end=\"2140\">\nFacilitate workshops and working sessions to capture business needs and align on solutions.\n<\/li>\n<li data-start=\"2141\" data-end=\"2212\">\nProvide clear and concise reporting on project progress and outcomes.\n<\/li>\n<\/ul>\n<em data-start=\"2214\" data-end=\"2234\">Tools &amp; Technology<\/em>\n<ul data-start=\"2235\" data-end=\"2438\">\n<li data-start=\"2235\" data-end=\"2301\">\nPractical experience with<strong> Genesys CX platform<\/strong>.\n<\/li>\n<li data-start=\"2302\" data-end=\"2366\">\nKnowledge of customer engagement technologies and IVR systems.\n<\/li>\n<li data-start=\"2367\" data-end=\"2438\">\nAbility to translate business requirements into technology solutions.\n<\/li>\n<\/ul>\n<strong data-start=\"2440\" data-end=\"2457\">Deliverables:<\/strong>\n<ul data-start=\"2458\" data-end=\"2706\">\n<li data-start=\"2458\" data-end=\"2509\">\nCustomer Journey Maps and Transformation Roadmap.\n<\/li>\n<li data-start=\"2510\" data-end=\"2534\">\nIVR Optimization Plan.\n<\/li>\n<li data-start=\"2535\" data-end=\"2579\">\nGenesys CX Implementation &amp; Configuration.\n<\/li>\n<li data-start=\"2580\" data-end=\"2647\">\nProject Status Reports with risks, actions, and progress updates.\n<\/li>\n<li data-start=\"2648\" data-end=\"2706\">\nStakeholder Engagement Plan and Communication Framework.\n<\/li>\n<\/ul>\n<strong data-start=\"2708\" data-end=\"2741\">Required Skills &amp; Experience:<\/strong>\n<ul data-start=\"2742\" data-end=\"3174\">\n<li data-start=\"2742\" data-end=\"2812\">\nStrong consulting background, ideally from leading consulting firms.\n<\/li>\n<li data-start=\"2813\" data-end=\"2911\">\nProven track record in customer journey design, IVR strategy, and contact center transformation.\n<\/li>\n<li data-start=\"2912\" data-end=\"2969\">\nHands-on experience with Genesys CX tools is mandatory.\n<\/li>\n<li data-start=\"2970\" data-end=\"3049\">\nExperience in the banking or financial services industry is highly preferred.\n<\/li>\n<li data-start=\"3050\" data-end=\"3112\">\nExceptional communication and stakeholder engagement skills.\n<\/li>\n<li data-start=\"3113\" data-end=\"3174\">\nAbility to work on-site full-time across Dubai and Sharjah.\n<\/li>\n<\/ul>\n<strong data-start=\"3176\" data-end=\"3196\">Mission Details:<\/strong>\n<ul data-start=\"3197\" data-end=\"3310\">\n<li data-start=\"3197\" data-end=\"3219\">\nDuration: 7-8 months\n<\/li>\n<li data-start=\"3220\" data-end=\"3238\">\nStart Date: ASAP\n<\/li>\n<li data-start=\"3239\" data-end=\"3286\">\nLocation: Dubai &amp; Sharjah, UAE (on-site only)\n<\/li>\n<li data-start=\"3287\" data-end=\"3310\">\nCommitment: Full-time\n<\/li>\n<\/ul>\nIf you have a strong consulting background and hands-on expertise in contact center transformation, we&#039;d love to hear from you. Please send your CV highlighting your relevant experience.\n<p>_____<\/p>\n<p>If you are not available, <strong>EARN 4,000 AED by referring a consultant for this engagement<\/strong><strong>!<\/strong> *<\/p>\n<p>(*) 4,000 AED excluding tax will be credited to your business account if the consultant is placed on this engagement, provided that they are not already listed in our databases.<\/p>\n\t\t\tApply to the job posting Refer a consultant\t\t\n\t\t\t\t<div role=\"form\" class=\"wpcf7\" id=\"wpcf7-f17152-o1\" lang=\"fr-FR\" dir=\"ltr\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/posts\/38241#wpcf7-f17152-o1\" method=\"post\" class=\"wpcf7-form init\" enctype=\"multipart\/form-data\" novalidate=\"novalidate\" data-status=\"init\" data-trp-original-action=\"\/en\/wp-json\/wp\/v2\/posts\/38241#wpcf7-f17152-o1\">\n<div style=\"display: none;\">\n<input type=\"hidden\" name=\"_wpcf7\" value=\"17152\" \/>\n<input type=\"hidden\" name=\"_wpcf7_version\" value=\"5.6.3\" \/>\n<input type=\"hidden\" name=\"_wpcf7_locale\" value=\"fr_FR\" \/>\n<input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f17152-o1\" \/>\n<input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/>\n<input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/div>\n<h2> Apply to the ad <\/h2>\n<p><label> Your name (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-name\"><input type=\"text\" name=\"your-name\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your first name (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-firstname\"><input type=\"text\" name=\"your-firstname\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your email address (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input type=\"email\" name=\"your-email\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-email wpcf7-validates-as-required wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your phone (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-phone\"><input type=\"tel\" name=\"your-phone\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-tel wpcf7-validates-as-required wpcf7-validates-as-tel\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your CV (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"file-cv\"><input type=\"file\" name=\"file-cv\" size=\"40\" class=\"wpcf7-form-control wpcf7-file wpcf7-validates-as-required\" accept=\".pdf,.txt,.ppt,.doc,.docx,.jpeg,.jpg,.png,.gif\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your message<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-message\"><textarea name=\"your-message\" cols=\"40\" rows=\"10\" class=\"wpcf7-form-control wpcf7-textarea\" aria-invalid=\"false\"><\/textarea><\/span> <\/label><\/p>\n<p><input type=\"submit\" value=\"Send\" class=\"wpcf7-form-control has-spinner wpcf7-submit\" \/><\/p>\n<p style=\"display: none !important;\"><label>&#916;<textarea name=\"_wpcf7_ak_hp_textarea\" cols=\"45\" rows=\"8\" maxlength=\"100\"><\/textarea><\/label><input type=\"hidden\" id=\"ak_js_1\" name=\"_wpcf7_ak_js\" value=\"38\"\/><script>document.getElementById( \"ak_js_1\" ).setAttribute( \"value\", ( new Date() ).getTime() );<\/script><\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div><input type=\"hidden\" name=\"trp-form-language\" value=\"en\"\/><\/form><\/div>\t\t\t\n\t\t\t\t<div role=\"form\" class=\"wpcf7\" id=\"wpcf7-f17170-o2\" lang=\"fr-FR\" dir=\"ltr\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/posts\/38241#wpcf7-f17170-o2\" method=\"post\" class=\"wpcf7-form init\" enctype=\"multipart\/form-data\" novalidate=\"novalidate\" data-status=\"init\" data-trp-original-action=\"\/en\/wp-json\/wp\/v2\/posts\/38241#wpcf7-f17170-o2\">\n<div style=\"display: none;\">\n<input type=\"hidden\" name=\"_wpcf7\" value=\"17170\" \/>\n<input type=\"hidden\" name=\"_wpcf7_version\" value=\"5.6.3\" \/>\n<input type=\"hidden\" name=\"_wpcf7_locale\" value=\"fr_FR\" \/>\n<input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f17170-o2\" \/>\n<input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/>\n<input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/div>\n<h2> Sponsor a consultant <\/h2>\n<p><label> Your name (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-name\"><input type=\"text\" name=\"your-name\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your first name (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-firstname\"><input type=\"text\" name=\"your-firstname\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your email address (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input type=\"email\" name=\"your-email\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-email wpcf7-validates-as-required wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Your phone (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-phone\"><input type=\"tel\" name=\"your-phone\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-tel wpcf7-validates-as-required wpcf7-validates-as-tel\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Name of consultant (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"is-name\"><input type=\"text\" name=\"is-name\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> First name of consultant (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"is-firstname\"><input type=\"text\" name=\"is-firstname\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Consultant email address (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"is-email\"><input type=\"email\" name=\"is-email\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-email wpcf7-validates-as-required wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Consultant phone number (required)<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"is-tel\"><input type=\"tel\" name=\"is-tel\" value=\"\" size=\"40\" class=\"wpcf7-form-control wpcf7-text wpcf7-tel wpcf7-validates-as-required wpcf7-validates-as-tel\" aria-required=\"true\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> Consultant CV<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"his-cv\"><input type=\"file\" name=\"his-cv\" size=\"40\" class=\"wpcf7-form-control wpcf7-file\" accept=\".pdf,.txt,.ppt,.doc,.docx,.jpeg,.jpg,.png,.gif\" aria-invalid=\"false\" \/><\/span> <\/label><\/p>\n<p><label> A message ?<br \/>\n    <span class=\"wpcf7-form-control-wrap\" data-name=\"your-message\"><textarea name=\"your-message\" cols=\"40\" rows=\"10\" class=\"wpcf7-form-control wpcf7-textarea\" aria-invalid=\"false\"><\/textarea><\/span> <\/label><\/p>\n<p><input type=\"submit\" value=\"Send\" class=\"wpcf7-form-control has-spinner wpcf7-submit\" \/><\/p>\n<p style=\"display: none !important;\"><label>&#916;<textarea name=\"_wpcf7_ak_hp_textarea\" cols=\"45\" rows=\"8\" maxlength=\"100\"><\/textarea><\/label><input type=\"hidden\" id=\"ak_js_2\" name=\"_wpcf7_ak_js\" value=\"107\"\/><script>document.getElementById( \"ak_js_2\" ).setAttribute( \"value\", ( new Date() ).getTime() );<\/script><\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div><input type=\"hidden\" name=\"trp-form-language\" value=\"en\"\/><\/form><\/div>\n\n<\/div><!-- .vgblk-rw-wrapper -->","protected":false},"excerpt":{"rendered":"<p>y Senior Manager &amp; Senior Consultant \u2013 Contact Center Transformation (Banking Industry) Duration: 7-8 months | Start Date: ASAP | Location: Dubai &amp; Sharjah, UAE (On-site only) | Daily Rate: based on experience We are looking for two experienced freelance consultants \u2013 Senior Manager and Senior Consultant \u2013 to support our client, a leading bank in\u2026<\/p>","protected":false},"author":6,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false},"categories":[1,160],"tags":[391,178],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/posts\/38241"}],"collection":[{"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/comments?post=38241"}],"version-history":[{"count":2,"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/posts\/38241\/revisions"}],"predecessor-version":[{"id":38243,"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/posts\/38241\/revisions\/38243"}],"wp:attachment":[{"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/media?parent=38241"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/categories?post=38241"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.spotwork.com\/en\/wp-json\/wp\/v2\/tags?post=38241"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}