Associate Principal, AI & CX Solutions Strategist
Core
Drive digital and AI transformation initiatives for global contact center operations by bridging business goals with modern AI capabilities.
Role type
Associate Principal, AI & CX Solutions Strategist (hybrid strategist and technologist)
Builds
AI-driven CX strategies, pilot programs, high-level architecture visions, and functional business cases for modern AI tools and contact center tech.
Domain
Telecommunications / Customer Experience (CX) / Artificial Intelligence
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Management consulting or digital/product strategy experience, modern contact center ecosystem fluency (CCaaS), Conversational AI and GenAI agents expertise, LLM integration knowledge, strategic and analytical skills, executive communication
Preferred skills
Zendesk, Amazon Connect, Twilio, Intercom, or NiCE experience, pre-sales/solutions engineering background
Technologies
Conversational AI, LLMs, AI Agents, CCaaS platforms
Responsibilities
Define UX features and success metrics for AI agent-assist tools, design AI-driven CX strategies and advise on pilot programs, build high-level architecture visions and business cases, identify and prioritize tech/AI opportunities to enhance customer experience, provide hands-on input into the CX Product roadmap, translate tech visions into actionable deployment plans, stay updated on emerging AI trends in contact centers
Seniority
Senior, hands-on IC with strategic leadership
