Strategic Consultant, Training and Contact Center

Job Description:

• Provides guidance, expertise, and support to Engage fi clients by engaging as a strategic partner and acting as a training and contact center subject matter expert (SME) through critical transformation initiatives, including core and digital conversions, as well as mergers and acquisitions.
• Responsible for assessing, designing, and implementing effective training and contact center strategies that ensure seamless transitions, optimize client experience, and maximize operational readiness.
• Builds and maintains strong relationships with clients by uncovering and analyzing client needs, providing and recommending solutions, and guiding the process with internal key stakeholders to achieve clients’ goals and objectives.
• Oversees complex client projects and applies Engage fi and industry best practices to execute on client strategies and implement project tactics to mitigate risk and ensure success.
• Works with the project team and other EFI team members as needed to develop, customize, and maintain key project artifacts, such as RFPs and project timelines.
• Maintains scope, schedule, and budget of projects, ensuring work is completed according to the plan/statement of work (SOW).
• Facilitates project workshops, vendor sessions, and other critical project events and communications, chairs project meetings, and provides SME guidance to ensure project tasks are completed in a suitable and timely manner and risks, gaps, and issues are appropriately tracked, addressed, and escalated.
• Develops and sustains relationships with key strategic vendors, studies and evaluates financial industry market trends, participates in solution demos, and remains abreast of vendor changes, key competitors, and key system updates and overall functionality in order to effectively and appropriately apply knowledge and insight to client projects.
• Partners with clients to develop comprehensive training plans for frontline and back-office staff during core and digital platform conversions.
• Provides guidance to conduct training needs assessments aligned with institution-specific goals and compliance requirements.
• Provides guidance on training curricula and delivery methods (in-person, virtual, hybrid) tailored to bank/credit union operations and digital channels.
• Evaluates existing contact center operations (staffing, technology, call flows, service processes) pre- and post-conversion.
• Supports performance management strategies during transitional periods to reduce call abandonment rates and improve resolution times.
• Accurately tracks and records project billing hours and budgets as directed in the appropriate technology/tool.
• Mentors and trains other Engage fi team members as assigned to assist with learning best practices and processes.

Requirements:

• Bachelor’s degree in business administration or related field or related experience
• 10+ years of experience in the credit union, banking, payments, or related vendor industry with preference for previous leadership positions, project oversight/management proficiency, and core banking conversion familiarity
• Deep industry knowledge of core banking and related vendors, solutions, tools, and processes
• Experience in training design, facilitation and implementation.
• Deep understanding of inbound and outbound contact center workflows.
• Familiarity with workforce management (WFM), quality assurance (QA), and omnichannel support (phone, chat, email, social).
• Knowledge of call routing strategies and KPIs (AHT, FCR, NPS, CSAT).
• Strong knowledge about vendor technology contracts, general contract business terms, and vendor proposal pricing analysis and comparisons
• Demonstrated ability to manage external, third-party vendors and clients/customers, including their employees, consultants, and designated subcontractors
• Facilitation of creative problem-solving sessions with all levels of leadership teams across different line of business disciplines
• Ability to present complex solutions to senior leadership teams
• Exposure to contract negotiations and vendor management
• Proficient in Microsoft Office Suite of Products, Smartsheet, and CRM platforms

Benefits:

• Competitive pay, incentive programs, 401k matching
• Unlimited time off plus 11 paid holidays
• Medical, dental, and vision health plans with FSA or HSA options
• Opportunities to volunteer and give back to the communities we serve
• Paid remote work expenses
• Career development, trainings, continuous learning, and employee recognition
• Team engagement events and activities
• Culture of growth and continuous improvement
• A great place to work!

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