Consultant to Manager - Customer Contact and Ai Experts
Core
Designing and delivering end-to-end customer service transformation and AI integration for clients' contact centers.
Role type
Senior IC management consultant (customer experience & AI strategy)
Builds
Customer service strategies, AI roadmaps, and operational improvements for contact centers
Domain
Consulting, Customer Experience, Artificial Intelligence
Required skills
Customer contact operations expertise, AI use case identification, Strategic planning, Stakeholder management, Data-driven decision making, Change management
Preferred skills
Experience with contact center platforms, Knowledge of AI in service environments, Coaching ability
Technologies
IVR, Chatbots, Agent Assist, Contact Center Platforms
Responsibilities
Reimagining customer service operations and channel mix, Applying AI to voice and digital channels, Leading workshops and aligning stakeholders, Owning delivery of workstreams or small pods, Supporting growth through proposals, Coaching junior team members
