Senior Consultant Contact Center CX/KI (m/w/d)
Core
Develop technology-driven CX strategies and manage contact center modernization projects for mid-market and enterprise clients.
Role type
Senior Consultant (Contact Center CX & AI)
Builds
Contact center architectures, AI integration solutions, and omnichannel strategies for enterprise clients.
Domain
Contact Center / Customer Experience / AI / IT Consulting
Deliverable
production ML models
Required skills
System architecture, Cloud/SaaS deployment models, Contact Center platforms (Genesys, NICE, Sprinklr, AWS Connect, Avaya, Cisco), RfI/RfP management, PoC steering, contract negotiation, project management, business process analysis, strategic consulting
Preferred skills
ITIL, PRINCE2, ISO 27001, regulatory compliance, AI applications
Technologies
CCaaS, Workforce Engagement, AI, Cloud, SaaS, Genesys, NICE, Sprinklr, AWS Connect, Avaya, Cisco
Responsibilities
Design target architectures integrating Contact Center technologies and AI into business processes; Analyze existing processes and derive requirements for future-proof solutions; Support clients in tendering, provider evaluation, and contract negotiation; Advise on project implementation and quality assurance from concept to execution.
Seniority
Senior, hands-on IC
