Sr. CX Consultant

Company Description Integrātz is a leading-edge organization specializing in transforming workflows and simplifying operations to drive growth and uncover hidden potential. Harnessing advanced automation, AI-driven solutions, and industry expertise, we accelerate decision-making, improve productivity, and enhance overall efficiency. With a diverse team and a growing presence in Latin America, we bring a global perspective and local insight to every engagement. Key services include intelligent workflow integration, agentic AI, data management, flow consulting, and organization-wide training. At Integrātz, we revolutionize operations to help teams work smarter, not harder.

Most contact center transformations get handed off three times before anything ships.

Diagnosis goes to one team. The business case goes to another. Implementation goes to a third. By the time anyone builds something, the person who understood the problem has rolled off.

This role is the opposite of that.

Integratz is a consulting firm working with mid-size and enterprise clients across the US. We are building out our Customer Experience practice, and this is a senior seat on it.

You will own contact center modernization engagements end to end: current-state diagnosis, the cost-per-contact model that justifies the spend, CCaaS vendor selection, integration design, and delivery through go-live. Not a slice of it. The whole arc.

What you will do

●   Run current-state assessments across channel volume, staffing, cost per contact, and platform reliability

●   Build the ROM business case that gets a program funded, not a slide that gets admired

●   Lead CCaaS and omnichannel vendor selection: RFP, demo scripting, shortlist evaluation

●   Design integrations between the service platform and CRM, ERP, and shipping systems, so agents stop alt-tabbing to answer “where is my order”

●   Design self-service and deflection: knowledge base structure, virtual agents, order status automation

●   Lead delivery through configuration, integration, testing, training, and hypercare

What you bring

●   6 to 9 years in contact center consulting, CX transformation, or customer service operations

●   Hands-on experience with at least one CCaaS or service platform: Genesys, NICE CXone, Five9, Zendesk, Talkdesk, Intercom, or Dynamics 365 Customer Service

●   You have built a business case someone funded

●   You have run a vendor selection end to end and lived with the result

●   You can present to a steering committee and hold the room when the answer is not what they hoped

●   Professional business English

Nice to have

●   B2B distribution, logistics, or supply chain, where order status and delivery visibility drive contact volume

●   HubSpot or Dynamics 365

●   IVR and voice channel design

●   Environments where HIPAA or PCI DSS shaped platform selection

Logistics

Full-time. Onsite, hybrid, or remote depending on the engagement.

Integratz is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other protected status.