Associate Principal, CX Application Strategy
Core
Drive digital and AI transformation initiatives for global contact center operations by bridging business goals with modern AI capabilities.
Role type
Associate Principal, CX Application Strategist (Hybrid Strategist & 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) Strategy, Contact Center Operations, Generative AI, Conversational AI
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Management consulting or digital/product strategy experience, modern contact center ecosystem fluency (CCaaS), Conversational AI and GenAI agent expertise, business case development, ROI quantification, executive communication
Preferred skills
Zendesk, Amazon Connect, Twilio, Intercom, NiCE experience, pre-sales/solutions engineering background
Technologies
Zendesk, Amazon Connect, Twilio, Intercom, NiCE, LLMs, Conversational AI, AI Agents
Responsibilities
Define UX features and success metrics for AI agent-assist tools, design AI-driven CX strategies and pilot programs, build high-level architecture visions and business cases, identify and prioritize tech/AI opportunities for ROI, provide hands-on input into the CX Product roadmap, translate tech visions into actionable deployment plans, stay current on emerging AI trends in contact centers
Seniority
Associate Principal, hands-on IC with strategic leadership
