Contact Centre Domain Specialist

Vacancy job title: Contact Centre Domain Specialist

Start Date: ASAP

End Date/Duration: 6 months initially - 3 months rolling

Location: London (hybrid)

Job description

We're looking for a Contact Centre domain specialist to work alongside a Business Lead to build a strategy pack that tells the narrative of what a future Contact Centre should look like for our retail client, focusing on capability shifts, business outcomes, and selected technology strategy considerations.

Objectives

• Create a clear, compelling future-state narrative for a Contact Centre, aligned to measurable business outcomes.
• Define the capability changes required (people, process, data, operating model, tooling) to realise that future state.
• Produce an executive-ready strategy pack suitable for senior forums and decision-making (eg, Strategy/Architecture governance).

Key responsibilities

• Partner with the Business Lead to shape the storyline, problem statement, and "North Star" target state for Contact Centre.
• Assess current Contact Centre capabilities vs. future needs; identify capability gaps and shifts required to deliver outcomes.
• Facilitate workshops/interviews with stakeholders to gather input and validate direction (business, operations, digital, data, technology).
• Define business outcomes and success measures (eg, customer experience, cost-to-serve, agent productivity, quality, resilience).
• Provide "just enough" technology strategy considerations to make the future state actionable (eg, platform patterns, data/AI opportunities, integration/knowledge, vendor considerations) without turning this into a solution design.
• Produce structured content that is consistent with existing strategy packs (context, scope, outcomes, dependencies, risks, next steps).

Deliverables

• Future Contact Centre narrative (where we are, why change, what "good" looks like, how we get there).
• Capability model/capability shifts (current vs. target, gaps, priorities).
• Outcome framework with indicative metrics and measurement approach.
• Strategic options & recommendations (2-3 options with trade-offs, plus recommended path).
• Roadmap (high-level) with sequencing, dependencies, and key decisions required.
• Risks, issues, assumptions, dependencies and proposed mitigations.
• Executive-ready strategy pack (PowerPoint) and supporting notes (Word) if needed.

Required experience

• Deep expertise in Contact Centre operations and transformation (eg, omni-channel service, workforce management, quality, knowledge, case management, customer journeys).
• Proven track record producing strategy packs/target state narratives for senior stakeholders.
• Strong capability-based thinking: linking capability shifts - business outcomes.
• Comfortable working in ambiguous, fast-moving environments and shaping structure from scratch.

Desired skills/knowledge

• Business architecture (capability mapping, value streams, operating model design).
• Working knowledge of Contact Centre technology landscape (eg, CCaaS (Contact Centre as a Service), CRM (Customer Relationship Management), knowledge management, analytics, automation, AI-assisted service) to inform strategy considerations.
• Stakeholder management and facilitation (workshops, interviews, synthesis).
• Strong writing and storyboarding skills (executive narrative, crisp slides).
• Bringing industry wide experience and trends for Contact Centres.

Ways of working/reporting

• Contractor will work day-to-day with a nominated Business Lead, collaborating with relevant product/technology stakeholders as needed.
• Output-oriented engagement: emphasis on producing an agreed strategy pack and decision-ready narrative.

What we'll assess

• Evidence of Contact Centre strategy delivery (examples of packs, artefacts, or programmes shaped).
• Ability to link capability changes to measurable outcomes.
• Structured thinking: scope, dependencies, risks, sequencing.
• Executive communication and storytelling quality.