CallCenterNinjaAs an Innovation Consultant, your expertise will help Concentrix’s clients align their people, processes, and technology with a modern business strategy and vision for future success.
You will work proactively with clients, Concentrix Sales, and delivery teams to design and solve complex challenges. By delivering cutting-edge solutions like Gen AI, Automation, AI-enabled Conversation Bots, QA Automation, Speech/Text Analytics, and CCaaS, you will reshape processes and transform organizations. Acting as a trusted business advisor and change agent, you will use best practices, benchmarking, and consultative tools to develop comprehensive strategic and tactical transformation recommendations that create lasting competitive advantages.
Strategic Roadmapping: Co-innovate with clients to outline clear, actionable digital and business transformation roadmaps.
Consultative Selling & Pre-Sales: Lead innovation-focused discussions during pre-sales meetings, client orals, due diligence, site visits, innovation councils, and consulting engagements.
Discovery & Mapping: Identify operational gaps and opportunities by conducting detailed Process Discoveriesand Customer Journey Mapping.
Cross-Functional Collaboration: Partner closely with Sales, Account Management, Delivery, Project Management, and IT teams to implement solutions as designed and rigorously monitor their business impact.
Solution Design: Develop innovative, tech-enabled solutions that directly address people, process, and technology inefficiencies.
Product & Tech Evolution: Identify emerging technologies to optimize CNX and client processes, and improve existing technology assets by refining product backlogs and supporting Proof of Concepts (POCs).
Culture Building: Foster a continuous-improvement and problem-solving culture across teams by imparting specialized training and methodologies.
Experience: 4–6 years of overall professional experience, ideally within a management consulting, digital transformation, or progressive BPO environment.
Industry Domain Expertise: Deep understanding of Business Process Services (BPS), Customer Experience (CX) business models, and associated multi-channel architectures.
Vertical Knowledge: Strong expertise in one or more key industry domains:
Automotive | BFSI | Consumer Electronics | Energy & Public Sector | Healthcare Services | Insurance | Media & Communications | Retail & eCommerce | Technology | Travel, Transportation & Tourism.
Technical & Automation Acumen: Strong understanding of Gen AI-enabled Conversation Bots (Chat, Email, Social, and Knowledge Bots) and hands-on exposure to RPA, Cognitive Automation, Messaging, and advanced Analytics.
Process Re-engineering: Proven expertise in conducting thorough Process Discoveries and authoring comprehensive Process Design Documents (PDDs).
Methodology & Certification: Lean Six Sigma Black Belt (BB) or Master Black Belt (MBB) certification is required, alongside a proven track record in transformation and process re-engineering.
Core Skills: Exceptional solution-building capabilities, presentation skills, and the consultative acumen needed to influence C-suite stakeholders.