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Digital Services Consultant Digital Services Consultant

May 22, 2026

<span class="jobdescription"><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px">About Us</h2> </div><div><p>Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</p> <p> </p> <p><br>Shape the Future of CX with Us – Become a Consultant in Our Digital Services Team! At Foundever, we’re making customer service better than ever with digital innovation! As part of our Digital Services team, we’re looking for enthusiastic Consultants who are ready to help us create amazing customer experiences and drive real improvements. </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px">Job Summary</h2> </div><div><p>As a Consultant within our Digital Services organization, you will leverage your call center BPO expertise to drive the optimal utilization of digital solutions across customer service operations. You will work closely with cross-functional teams and stakeholders to assess current operations and technical stack utilization, then formulate recommendations to improve processes and systems.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px">Primary Job Responsibilities</h2> </div><div><p><strong>Translate KPIs into ROI and business value</strong></p> <ul> <li>Quantify business value and ROI for CS solutions such as CCaaS/AI by linking technology capabilities to measurable outcomes such as AHT reduction, SLA improvement, cost savings, and revenue impact</li> </ul> <p> </p> <p><strong>Engage the Project from a Business Perspective</strong></p> <ul> <li>Document customer journeys across all touchpoints (live agent chat, phone calls, email, chatbot, voicebot, social media, etc.).</li> <li>Review existing tools and systems, identifying gaps and proposing technological solutions to address operational issues.</li> <li>Interview agents, site leader and QA to understand their view on processes and system interaction. Analyze operating KPIs and translate insights into quantified business impact and ROI opportunities.</li> <li>Manage stakeholder engagement, ensuring buy-in and active participation throughout the project lifecycle.</li> <li>Design and run Design Workshops to improve processes, communications and reduce friction in those journeys.</li> </ul> <p> </p> <p><strong>Manage the Implementation Process</strong></p> <ul> <li>Formalize and document “as is” and “to be” customer journeys aligned with newly implemented technologies such as voicebots, chatbots, conversational SMS, chat solutions, CRM, Knowledge Management, CCaaS, etc</li> <li>Define business rules to optimize customer interactions and enhance operational efficiency.</li> <li>Develop and implement digital strategies where needed.</li> <li>Co-design and develop reporting frameworks in collaboration with the client to track performance and value realisation</li> <li>Support CCaaS project delivery activities as needed, including deliverables creation, testing and go live support</li> </ul> <p> </p> <p><strong>Collaborate with Professional Services Teams</strong></p> <ul> <li>Work closely with Professional Services, Program Managers, Customer Success, Solutions, Account Management, Business</li> <li>Development and Operations teams to ensure that business requirements are met in the solution design.</li> <li>Ensure clear communication of project outputs and facilitate the integration of business requirements into the implementation.</li> </ul> <p> </p> <p><strong>Post-Implementation Support & Analysis</strong></p> <ul> <li>Lead post-implementation reviews to evaluate the impact of the new tools and services, ensuring they are meeting performance KPIs and driving operational success.</li> <li>Analyze post-implementation data, work with Continuous Improvement (CI) teams to assess results, and recommend adjustments or optimizations.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px">Experience and Qualifications Required</h2> </div><div><ul> <li>Experience in BPO management, customer service operations, or continuous improvement with a strong understanding of performance levers such as contact flow distribution, workforce optimization, and training.</li> <li>Experience with CCaaS platforms and understanding of contact center operations</li> <li>Exposure to AI-driven CX solutions (e.g. chatbots, voicebots, analytics) and their application in customer service environments</li> <li>Strong ability to quantify business impact (ROI, cost savings, efficiency gains) from CX and technology initiatives</li> <li>A passion for learning and improving how things are done.</li> <li>Great communication skills—you’ll work with lots of different teams and customers, so being able to share ideas clearly is key.</li> <li>Experience in Customer Journey mapping and workshop facilitation is a plus</li> <li>Fluency in English; other languages are a bonus</li> <li>Previous experience in operational management of customer service operations</li> <li>Previous positions held; Senior Ops Managers, Customer Success, Continuous Improvement, Professional Services, Consultant.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px">The Environment</h2> </div><div><ol> <li>Competitive compensation package.</li> <li>Excellent learning and development opportunities (AI, technology, evolving BPO landscape).</li> <li>Growth opportunities within an expanding team.</li> <li>Fully remote working available.</li> </ol> <p>#LI-KH1</p></div></div></div> </span>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...