Senior Contact Centre Strategist

Altis Recruitment

Winnipeg, Manitoba

Salary: From 70 to 95 per Hour

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.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

Have questions or want to learn more about us? We would love to hear from you!

majella.de.freitas@altis.com

Whenever possible, reach out to a named contact rather than a general inbox - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

About Altis Recruitment

Welcome on behalf on the Altis Recruitment team! Altis has a long-standing business relationship with the Defence community. For more than 30 years, we have been grateful to work alongside the Department of National Defence and countless military professionals. We know that family members of military personnel often make many personal sacrifices to support their loved ones. We understand that it can be difficult to pursue a career when embracing sudden changes like relocation and deployment. For some, this has meant putting a pause on career goals or professional development. We would like to provide you with everything you need for a successful and confident job search – in addition to access to job opportunities. Download the checklists our experts have created to help you be at your best from application to interview.

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