Job Description :Our client is looking for  Sr. Contact Centre Strategist in Winnipeg- Hybrid!

Must Have Primary Skills :

• 8+ years’ experience in public‑sector contact Centre solution and enterprise architecture.
• Proven experience developing contact Centre and customer experience strategies, including enterprise road maps and IT plans, preferably in the utilities sector.
• Demonstrated ability to lead end‑to‑end assessments and translate business needs into actionable recommendations.
• Strong experience collaborating with business leaders, SMEs, and IT stakeholders to deliver measurable outcomes.

Nice To Have Secondary Skills :

• Contact Centre solution and enterprise architecture.
• Strategic planning and multi‑year road mapping for contact center modernization.
• Process and customer journey mapping including identification of operational and organizational efficiencies.
• Executive‑level report writing and presentation development.
• Utilities sector experience (water, wastewater preferred; solid waste an asset).

Proven Experience In :
The Water & Waste Department is seeking to carry out a Contact Centre Assessment aimed at enhancing service delivery through a results-driven approach, where business engagement and consultation are central to identifying and implementing practical focused improvements. The objectives of this assessment include:

• Assessing opportunities to improve response times and overall customer satisfaction
• Evaluating the current state of call routing and identifying strategic opportunities to increase first‑contact resolution
• Identifying opportunities to reduce avoidable call volumes by addressing manual and high‑volume drivers through automation
• Assessing workforce alignment including capacity, scheduling, and skills, against current and projected demand
• Identifying practical, operational improvement opportunities beyond technology‑only solutions

IND1: [email protected]