Call Center Automation and Optimization Consultant
About the Company
A PE-backed residential services company is seeking to advance AI capabilities to drive automation and efficiency at its call center. The center has around 200 FTEs and operates on the Genesys platform. The company is looking to define and implement strategies for AI/Automation to improve routing, reduce manual tasks, and enhance customer service performance.
AT BEST RECRUITERS LTD
We offer full and professional-level HR services, entirely free of charge for applicants, with licensed companies stable on the Bulgarian and European markets. Our long-standing business experience has shown how important a personal attitude to each person is. That is exactly why we create a complete personal profile for our clients, which allows us to find the most suitable employee for it. We are your relationship with companies that keep their cadres.
Our employees are sent to verified customers only!
THE COMPANY OFFERS:
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Location: Remote
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Position: Call Center Automation and Optimization Consultant
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Vacancies: 1
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Department: Operations & Process Improvement / AI Automation
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Work Model: Remote with cross-functional collaboration
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Start date: Within the next 2 weeks
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Timeline: 3–4 months
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Contract type: Project-based consultancy
JOB DESCRIPTION:
The consultant will support the design and implementation of AI-driven automation strategies within a Genesys-based call center environment. Responsibilities include evaluating current call routing, proposing improvements such as agentic IVR solutions, and defining a clear roadmap for automation initiatives. The expert will play a critical role in shaping the project scope, identifying areas where AI can add efficiency, and guiding implementation to achieve measurable performance improvements.
EMPLOYMENT REQUIREMENTS (Ideal Candidate):
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Previous experience with call center automation and AI-driven optimization.
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Exposure to the Genesys platform, ideally with direct hands-on experience.
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Strong background in defining and implementing process improvement initiatives.
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Ability to contribute both strategically (scope definition, roadmap design) and operationally (implementation guidance).
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Consulting experience in residential services or similar customer service-driven industries is a plus.
APPLICATION PROCESS:
Due to the specifics of the process, job postings may be closed without prior notice by clients who receive applications from all over the world. We review only applications that meet 100% of the listed requirements, submitted to cv@atbestrecruiters.com. The opportunities are excellent for candidates. Please ensure your CV, diplomas, and references are precise and accurate. Before applying, make sure you meet all the criteria.
MORE INFORMATION:
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Industry: Residential Services / Call Center Operations
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Interviews: To begin ASAP (week of 7/28)
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Engagement Type: Project-based consultancy
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Contracting Process: Standard
AT BEST RECRUITERS LTD have the following operating licenses:
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Human Resources Agency License № 2282 for Bulgaria
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Human Resources Agency License № 2283 for Europe
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Licensed Personal Data Administrator No 427547
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