McKinsey & Company
Consultant - Contact Center Transformation
McKinsey & Company, Boston, Massachusetts, us, 02298
Overview
The Consultant - Contact Center Transformation role at McKinsey focuses on blending strategic thinking with hands-on implementation to define operational strategies for clients worldwide. You will advise on customer care vision, prioritize contact center investments into a roadmap, design future state, and establish enablers in governance, analytics, technology, insight systems, and culture change. You will translate between business and technology to solve decisions on contact center tech selection, system configuration, integrations, service design, and implementation. You will participate in business development and knowledge-building initiatives, and contribute to new horizons of agentic and AI in customer care. Your Impact
You will work as a Specialist in McKinsey’s Operations Practice to help clients solve critical problems by combining strategic thinking with practical execution. Responsibilities include translating business and technology needs into actionable solutions and contributing to client engagement proposals, workshops, and internal knowledge initiatives. You will shape frameworks, approaches, and diagnostic assets that drive measurable client impact in customer care. Your Growth
You will operate in a high performance/high reward culture with resources, mentorship, and opportunities to accelerate leadership development. You will receive apprenticeship, coaching, and exposure to grow professionally while delivering exceptional client results. When you join us, you will have: Continuous learning:
Structured programs to support growth, with actionable feedback and a fast-paced learning environment. A voice that matters:
Your ideas and contributions are valued and ethical integrity guides decision-making. Global community:
Collaboration with colleagues across 65+ countries and 100+ nationalities. World-class benefits:
Competitive salary and comprehensive benefits for you and your family. Your qualifications and skills
Undergraduate degree in business or related discipline required; advanced graduate degree (e.g., MBA, PhD) preferred 6+ years of experience in Customer Care, Contact Center or Customer Experience transformation and strategy Expertise in contact center strategy, design, delivery, and technology platforms; experience with design, implementation, or configuration of contact center tech Deep knowledge of telephony and CCaaS products (Genesys, Amazon Connect, Five9, NICE, Google CES) Experience with agentic AI capabilities in contact center operations Experience working in cross-functional teams to address high-priority customer journeys Industry expertise in Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector Ability to work outside traditional business hours and on short-notice projects Strong time management in autonomous work environments Data-driven decision making Willingness to travel up to 80% in varying environments Equal Opportunity and Compliance
FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law. FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites. Additional Information
Apply Now | Apply Later Posted to LinkedIn: Tue Dec 09 00:00:00 GMT 2025, Stamford, Connecticut, United States.
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The Consultant - Contact Center Transformation role at McKinsey focuses on blending strategic thinking with hands-on implementation to define operational strategies for clients worldwide. You will advise on customer care vision, prioritize contact center investments into a roadmap, design future state, and establish enablers in governance, analytics, technology, insight systems, and culture change. You will translate between business and technology to solve decisions on contact center tech selection, system configuration, integrations, service design, and implementation. You will participate in business development and knowledge-building initiatives, and contribute to new horizons of agentic and AI in customer care. Your Impact
You will work as a Specialist in McKinsey’s Operations Practice to help clients solve critical problems by combining strategic thinking with practical execution. Responsibilities include translating business and technology needs into actionable solutions and contributing to client engagement proposals, workshops, and internal knowledge initiatives. You will shape frameworks, approaches, and diagnostic assets that drive measurable client impact in customer care. Your Growth
You will operate in a high performance/high reward culture with resources, mentorship, and opportunities to accelerate leadership development. You will receive apprenticeship, coaching, and exposure to grow professionally while delivering exceptional client results. When you join us, you will have: Continuous learning:
Structured programs to support growth, with actionable feedback and a fast-paced learning environment. A voice that matters:
Your ideas and contributions are valued and ethical integrity guides decision-making. Global community:
Collaboration with colleagues across 65+ countries and 100+ nationalities. World-class benefits:
Competitive salary and comprehensive benefits for you and your family. Your qualifications and skills
Undergraduate degree in business or related discipline required; advanced graduate degree (e.g., MBA, PhD) preferred 6+ years of experience in Customer Care, Contact Center or Customer Experience transformation and strategy Expertise in contact center strategy, design, delivery, and technology platforms; experience with design, implementation, or configuration of contact center tech Deep knowledge of telephony and CCaaS products (Genesys, Amazon Connect, Five9, NICE, Google CES) Experience with agentic AI capabilities in contact center operations Experience working in cross-functional teams to address high-priority customer journeys Industry expertise in Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector Ability to work outside traditional business hours and on short-notice projects Strong time management in autonomous work environments Data-driven decision making Willingness to travel up to 80% in varying environments Equal Opportunity and Compliance
FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law. FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites. Additional Information
Apply Now | Apply Later Posted to LinkedIn: Tue Dec 09 00:00:00 GMT 2025, Stamford, Connecticut, United States.
#J-18808-Ljbffr