Location: Winnipeg, Manitoba (Hybrid, on-site requirements determined by project needs)
Language: English, both written and spoken communication required
Duration: June 15, 2026 to September 18, 2026
Background Check Requirement: Police Information Check required
About the Opportunity
Our client, a public sector organization in the utilities space, is seeking a Senior Contact Centre Strategist to lead a high-impact transformation assessment. This role is focused on evaluating current contact centre and back-office operations, with the goal of shaping how essential services are delivered through improved customer experience, efficiency, and modernization.
You’ll partner with business leaders, subject matter experts, and IT stakeholders to conduct a comprehensive current-state assessment and define a future-state vision. This is a highly collaborative, insight-driven engagement where your ability to connect strategy, process, and technology will directly influence enterprise-level decision-making.
What’s In It for You
• A meaningful opportunity to influence public-facing services that impact communities at scale
• Exposure to senior leadership and enterprise-wide transformation initiatives
• A collaborative environment that values practical, business-led solutions
• The ability to lead a full-cycle assessment and shape a multi-year modernization roadmap
Your Responsibilities
• You’ll lead an end-to-end current-state assessment of contact centre and back-office operations across process, workforce, and technology
• You’ll identify high-impact opportunities to improve customer experience, response times, and operational efficiency
• You’ll evaluate contact centre architecture, call routing, and service delivery models to inform modernization strategies
• You’ll develop a prioritized, multi-year roadmap aligned to business goals and future-state service delivery
• You’ll collaborate with business leaders, SMEs, and IT teams to translate insights into actionable, enterprise-level recommendations
Skills and Qualifications
• 8+ years of experience in contact centre strategy, enterprise architecture, or related transformation roles
• Proven experience leading end-to-end assessments and developing contact centre and customer experience strategies
• Strong expertise in process mapping, customer journey analysis, and identifying operational efficiencies
• Demonstrated experience building strategic roadmaps and IT-aligned modernization plans
• Excellent stakeholder engagement skills, with the ability to influence both business and technical audiences
• Experience in public sector or regulated environments, with utilities exposure considered an asset
Why Partner with Altis
If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.
