• Providing consulting expertise for best in class Contact Center and WFM processes • Providing guidance and best practices for Contact Center technology design and integrations • Primarily focused on the following systems: NICE inContact CXone, NICE WFM Enterprise (IEX), Verint WFM/WFO (Impact 360/Blue Pumpkin), Avaya, and Genesys • Developing custom systems operations and reporting tools to provide value realization of technology and to drive WFM team and Contact Center efficiencies • Providing services both directly to end clients as well as through Big Four firms