Associate Principal, CX Application Strategy
Core
Drive digital and AI transformation initiatives for global contact center operations by bridging business strategy with modern AI capabilities.
Role type
Associate Principal, CX Application Strategist (hybrid strategist and technologist)
Builds
High-level architecture visions, functional business cases, and pilot programs for Conversational AI, LLMs, and AI Agents in contact centers.
Domain
Customer Experience (CX) and Contact Center Operations
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 agent expertise, LLM integration knowledge, business case development, ROI quantification, 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 pilot programs, build strategic business cases for modern AI tools, identify and prioritize tech/AI opportunities to enhance customer experience, provide hands-on input into the CX Product roadmap, translate tech architecture visions into actionable deployment plans, stay updated on emerging AI trends in contact centers
Seniority
Associate Principal, hands-on IC with strategic scope
