Principal AI Strategist
Core
Senior advisory role guiding organizations in transforming customer service operations through AI strategy, roadmap creation, and business value realization.
Role type
Principal AI Strategist (Senior IC)
Builds
AI roadmaps, business cases, and value realization frameworks for contact center environments
Domain
Contact Center Operations / Customer Experience / AI Strategy
Deliverable
production ML models
Required skills
AI strategy development, executive communication, stakeholder management, AI roadmap creation, business case development, vendor-neutral technology evaluation, knowledge of CCaaS platforms, understanding of LLMs/RAG/Agentic AI
Preferred skills
Advanced degree, relevant AI certifications
Technologies
CCaaS solutions, Generative AI, Conversational AI, Intelligent Automation, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), AI Agents
Responsibilities
Serve as trusted advisor to CX and technology leaders on AI strategy; Assess client environments for AI-driven improvements; Develop AI roadmaps and business cases; Lead executive workshops and strategy sessions; Guide definition of AI use cases (virtual agents, copilots, automation); Partner with clients and delivery teams for execution
Seniority
Principal, hands-on IC
