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 & Technologist)
Builds
AI-driven CX strategies, functional business cases, and high-level architecture visions for contact center modernization.
Domain
Telecommunications / Customer Experience (CX) / Artificial Intelligence
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Management consulting or digital 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, NiCE experience, pre-sales or solutions engineering background
Technologies
LLMs, GenAI agents, Conversational AI, 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 AI tools, identify and prioritize tech/AI opportunities to enhance customer experience, provide hands-on input into the CX Product roadmap, translate technical visions into actionable deployment plans, stay current on emerging AI trends in contact centers
Seniority
Associate Principal, hands-on IC with strategic scope
