Senior Business Consultant, Global Contact Center Technology

Job description

Join our Global Contact Center Technology team as a Senior Business Consultant. In this role, you will serve as a key liaison between business stakeholders, Contact Center Technology teams, and enterprise governance partners to drive adoption and delivery of strategic technology initiatives across our global contact center environment. Supporting multiple business units and segments, with a primary focus on Canada Segment initiatives, you will lead the coordination, assessment, and execution of business readiness activities associated with new technologies, platform enhancements, and innovation opportunities. You will play a critical role in ensuring alignment across Risk, Privacy, Legal, Compliance, and Operational stakeholders while helping accelerate delivery of solutions that improve customer and employee experiences.

This position requires a strong blend of business consulting, technology acumen, stakeholder management, and governance expertise. Working closely with Product Owners, IT Squads, Architects, and Contact Center leaders, you will help translate business objectives into actionable outcomes that support strategic transformation efforts across Salesforce, AWS, Virtual Assistants, Knowledge Management platforms, Generative AI solutions, and other Contact Center technologies.

Position Responsibilities

- Serve as the primary business consultant for Global Contact Center Technology initiatives, supporting business stakeholders throughout the lifecycle of technology enhancements and transformational programs.

- Lead coordination and alignment activities across Risk, Privacy, Legal, Compliance, Information Security, and Operational stakeholders to ensure technology initiatives meet enterprise governance requirements.

- Partner closely with Canada Segment business units and leadership teams to assess impacts, identify risks, and facilitate approvals related to technology innovation and platform modernization efforts.

- Collaborate with Product Owners, Architects, Engineers, and IT delivery squads to define business requirements, clarify priorities, and support successful implementation of technology solutions.

- Analyze business processes, customer experiences, operational workflows, and technology capabilities to identify opportunities for optimization and innovation.

- Facilitate workshops and working sessions with business and technical stakeholders to gather requirements, define outcomes, and build consensus across diverse partner groups.

- Support business readiness, change management, testing, and implementation activities for new technologies and platform enhancements.

- Monitor post-implementation outcomes, adoption metrics, and operational impacts to identify improvement opportunities and drive continuous optimization.

- Act as a trusted advisor on Contact Center technologies, industry trends, emerging capabilities, and innovation opportunities that support organizational priorities.

- Champion collaboration between business units and technology teams to ensure strategic initiatives deliver measurable business value while maintaining regulatory and governance standards.

Qualifications

- Strong understanding of Contact Center technologies, platforms, and operational processes within large-scale customer service environments.

- Demonstrated experience working with technology delivery teams, Agile product organizations, and cross-functional stakeholders to implement business and technology solutions.

- Knowledge of enterprise governance disciplines including Risk Management, Privacy, Legal, Compliance, Information Security, and regulatory review processes.

- Experience supporting technology initiatives involving platforms such as Salesforce, AWS, Contact Center as a Service (CCaaS) solutions, Knowledge Management platforms, Virtual Assistants, Conversational AI, and Generative AI technologies.

- Strong business analysis and consulting skills with the ability to assess impacts across people, process, technology, and governance domains.

- Exceptional stakeholder management skills with the ability to influence decisions, navigate ambiguity, and build consensus across business and technology teams.

- Strong written, verbal, and presentation skills with the ability to effectively communicate technical concepts to non-technical audiences and vice versa.

- Experience facilitating workshops, requirement gathering sessions, governance reviews, and executive-level discussions.

- Proven ability to manage multiple priorities and operate effectively within complex, matrixed organizations.

- Experience with Agile delivery frameworks, business process improvement methodologies, and technology transformation programs is preferred.

When you join our team:

- We’ll empower you to learn and grow the career you want.

- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

- As part of our global team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com .

Referenced Salary Location Boston, Massachusetts Working Arrangement

Hybrid Salary range is expected to be between $92,475.00 USD - $160,290.00 USD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement .

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify

Company: John Hancock Life Insurance Company (U.S.A.)