Senior Telecommunications Consultant to plan and optimize a call center using AI and automation[...]

S I Systems; Toronto, Montreal, Ottawa; On-site; CAD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Telecommunications Consultant to lead a transformative project aimed at centralizing call center operations. This role focuses on optimizing efficiency through AI-driven analytics and automation technologies. The consultant will assess existing systems, recommend upgrades, and develop standardized workflows to enhance customer service and operational performance. This is a unique opportunity to impact public sector services significantly, ensuring alignment and improved service delivery across departments. If you have a passion for innovation and a strong background in call center operations, this role is perfect for you.

Qualifications

• 5+ years in call center optimization for government.
• Degree in Telecommunications, IT, or Computer Science required.

Responsibilities

• Recommend technology upgrades for call center efficiency.
• Analyze call center data to identify trends and inefficiencies.
• Support implementation of recommended improvements.

Skills

Call center optimization

AI-driven analytics

CRM enhancements

Education

Certificate in Telecommunications

Diploma in IT

Degree in Computer Science

Tools

Automation tools

CRM systems

Job description

Senior Telecommunications Consultant to plan and optimize a call center using AI and automation technologies for a public sector client.

Our valued public sector client is hiring a Senior Telecommunications Consultant to plan and optimize a call center using AI and automation technologies.

Background:

The organization is embarking on a transformative project to centralize its call center operations, which are currently spread across various units and divisions. This initiative is driven by the need for greater coordination, efficiency, and alignment of call center services across the department.

Tasks:

• Recommend Technology Upgrades – Assess current systems and suggest tools such as automation, AI-driven analytics, and CRM enhancements to improve efficiency and customer experience.
• Review Existing Call Centers – Assess current call center operations, including staffing, technology, processes, and service quality.
• Analyze Call Center Data – Collect and review data from main call centers to identify trends, inefficiencies, and opportunities for optimization.
• Assess Future Needs – Evaluate expected changes in service demand and operational requirements.
• Provide Expert Recommendations – Offer strategic advice based on industry best practices to enhance efficiency, customer service, and overall performance.
• Develop and Improve Processes – Design standardized workflows, call handling procedures, and best practices to improve response times and service quality.
• Support Implementation – Assist in the adoption of recommended improvements, ensuring a smooth transition and measurable results.
• Monitor and Report on Progress – Track the effectiveness of implemented changes, provide regular updates, and suggest further refinements as needed.

Must Haves:

• Call center optimization (government) - 5+ years
• Certificate, diploma, or degree in Telecommunications, IT, or Computer Science.