McKinsey & Company ยท 12 hours ago
Consultant - Contact Center Transformation
Stamford, CT
Full-time
Onsite
Senior Level
6+ years expMcKinsey & Company is a global management consulting firm that drives lasting impact and builds long-term capabilities with clients. The Consultant - Contact Center Transformation role involves advising clients on customer care strategies, leading the implementation of contact center technologies, and participating in client development initiatives.
ConsultingManagement ConsultingProfessional Services
Responsibilities
Advise McKinsey clients in defining their customer care vision and aspiration, prioritizing contact center investments into a clear roadmap, designing the future state and establishing foundational enablers to service operations like org and governance models, analytics and technology, insight systems and culture change programs
Serve as the lead translator between business and technology owners to problem solve strategic decisions on contact center tech selection, system configuration, integrations, service design, and implementation
Participate in client development for both current and new clients through meetings and workshops on topics of interest
Write proposals for new client engagements as well as participate in or lead key internal knowledge building initiatives, conferences and client workshops
Help drive the vision for the new horizons of agentic and AI in customer care; defining new frameworks, innovative approaches, solution designs, and diagnostic assets that drive measurable client impact
Qualification
Required
Undergraduate degree in business or a related discipline required
6+ years of experience in Customer Care, Contact Center or Customer Experience transformation and strategy
Exposure to implementing agentic solutions in contact center operations, bridging the gap between emerging AI capabilities and operational reality
Experience working in cross-functional teams, bringing together partners from across businesses to understand, define and address high-priority challenges within high-priority customer journeys
Ability to work or attend meetings outside of traditional business hours or take on projects with limited or no notice at times
Exceptional time management to meet your responsibilities in a complex and largely autonomous work environment
Proficient in rational decision making based on data, facts, and logical reasoning
Ability to travel up to 80% to and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines)
Preferred
advanced graduate degree (e.g., MBA, PhD)
Expertise across the critical elements of contact center strategy, design and delivery, including experience in core contact center technology platforms, tools, and systems
Deep knowledge of common telephony and CCaaS products, including Genesys, Amazon Connect, Five9, NICE, and Google CES
Industry expertise preferred in: Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector
Benefits
World-class benefits
Comprehensive benefits package
Company
McKinsey & Company
McKinsey & Company is a global management consulting firm and trusted advisor by businesses, governments, and institutions.
10001+ employees
H1B Sponsorship
McKinsey & Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (550)
2024 (647)
2023 (613)
2022 (811)
2021 (740)
2020 (471)
Funding
Current Stage
Late StageLeadership Team
Guy Perry
Vice President
Abhyuadaya Shrivastava
Partner
Recent News
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