Miratech1

Contact Center Operations & Optimization Consultant

Toronto, , Canada · Internship

Sponsorship not specifiedDetected 54 days ago

Stakeholder ManagementProcess ImprovementPerformance ManagementCadenceLeadershipCommunicationProblem SolvingMentoring

About the role

Company Description Miratech helps visionaries change the world.
Miratech has coverage across 5 continents and operates in over 25 countries around the world.
Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
Customer journey design
Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
Instead, you will assess current operations, define the future-state operating model, and build a roadmap of process, workforce, and capability improvements.

10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles.
Deep expertise in contact center operating models, including:
Hands-on platform configuration experience is not required.
Proven ability to translate business strategy into operational transformation and measurable business outcomes.
Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations.
Experience leading change management and organizational adoption initiatives.
Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks.

Professional working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation.
Experience leading post-migration optimization initiatives following like-for-like CCaaS implementations.
Exposure to multiple CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.
Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies.
Additional Information
Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and

enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
Internal and partner technical teams will execute the implementation, while you will own the operational vision, business case development, stakeholder alignment, and adoption strategy.

join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
make the most of the flexibility that comes with remote work.
be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.

This listing is sourced directly from Miratech1's careers page and normalized into a canonical job model.