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Senior Manager & Senior Consultant – Contact Center Transformation (Banking Industry)

Duration: 7–8 months | Start Date: ASAP | Rental: Dubai & Sharjah, UAE (On-site only) | Daily Rate: based on experience

We are looking for two experienced freelance consultants — Senior Manager and Senior Consultant — to support our client, a leading bank in the UAE, in delivering a major Contact Center Transformation project. 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'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.

Mission Objectives:

• Drive the end-to-end transformation of the bank's contact center.

• Enhance customer journeys and IVR strategies.

• Implement and optimize Genesys CX solutions.

• Provide expert, hands-on consulting and delivery support.

Key Responsibilities:

Consulting & Strategy

• Lead and design customer journey frameworks tailored to banking clients.

• Define and implement contact center transformation strategies.

• Provide actionable insights to improve customer experience and operational efficiency.

Project Execution & Delivery

• Deliver hands-on support across project phases from design to implementation.

• Optimize IVR flows and ensure seamless integration with customer experience platforms.

• Work closely with technical teams to deploy and configure Genesys CX tools.

Stakeholder Management & Coordination

• Engage directly with business and technology stakeholders.

• Facilitate workshops and working sessions to capture business needs and align on solutions.

• Provide clear and concise reporting on project progress and outcomes.

Tools & Technology

• Practical experience with Genesys CX platform.

• Knowledge of customer engagement technologies and IVR systems.

• Ability to translate business requirements into technology solutions.

Deliverables:

• Customer Journey Maps and Transformation Roadmap.

• IVR Optimization Plan.

• Genesys CX Implementation & Configuration.

• Project Status Reports with risks, actions, and progress updates.

• Stakeholder Engagement Plan and Communication Framework.

Required Skills & Experience:

• Strong consulting background, ideally from leading consulting firms.

• Proven track record in customer journey design, IVR strategy, and contact center transformation.

• Hands-on experience with Genesys CX tools is mandatory.

• Experience in the banking or financial services industry is highly preferred.

• Exceptional communication and stakeholder engagement skills.

• Ability to work on-site full-time across Dubai and Sharjah.

Mission Details:

• Duration: 7–8 months

• Start Date: ASAP

• Location: Dubai & Sharjah, UAE (on-site only)

• Commitment: Full-time

If you have a strong consulting background and hands-on expertise in contact center transformation, we'd love to hear from you. Please send your CV highlighting your relevant experience.

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If you are not available, EARN 4,000 AED by referring a consultant for this engagement! *

(*) 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.