AI Implementation Strategist

Job Description

About the Company

The AI Customer Experience Advisor is a hybrid role that combines the analytical rigor of a technical business analyst, the systems thinking of an engineer, the customer-facing presence of a sales professional, and the curiosity of a detective. This position exists to solve complex customer problems in highly ambiguous environments by uncovering how the customer's contact centers operates today and translating that insight into a prioritized, engineered AI-driven customer experience platform for future state CX efficiency and cost savings.

About the Role

This advisor works directly with customers to investigate their current-state contact center operations—how interactions flow, where volume originates, how agents spend their time, and what matters most to the business. Through structured discovery, data analysis, and consultative dialogue, the advisor extracts what is most critical to the customer and connects those priorities to the practical capabilities of modern CX AI tools, AI Bots, Chat Bots, and Client Agents.

Responsibilities

• Investigative Discovery & Customer Problem Solving
• Act as a “detective” to uncover the customer’s true current state, even when documentation, data, or clarity is limited.
• Lead customer discovery sessions to understand contact center workflows, interaction drivers, call and digital volume patterns, and agent utilization.
• Identify which contact center tasks are most important to the customer based on business impact, customer friction, and operational cost.
• Distill complex, ambiguous information into clear problem statements and prioritized opportunities.
• Technical Business Analysis & AI Capability Mapping
• Serve as the technical business analyst between customer stakeholders and engineering/delivery teams.
• Analyze current systems, workflows, and data readiness to determine where AI tools can be applied most effectively.
• Understand the functional capabilities and constraints of AI tools within the new contact center platform.
• Map customer needs to AI capabilities, clearly identifying what should be automated, augmented, or left to human agents.
• Prioritize AI implementations based on customer value, technical feasibility, and operational impact.
• Solution Strategy & Custom Platform Engineering
• Design phased implementation strategies that align AI capabilities to customer priorities and readiness.
• Partner with engineering and delivery teams to translate business requirements into technical solution designs.
• Ensure AI solutions are engineered to integrate seamlessly into existing contact center workflows.
• Guide customers toward Hybrid Agent models where AI replaces repetitive tasks and humans focus on complex customer interactions.
• Validate solution designs against customer goals for accuracy, containment, escalation, and customer satisfaction.
• Customer Engagement & Value Communication
• Engage customers with the confidence and clarity of a sales professional, building trust and credibility at all levels of the organization.
• Translate technical capabilities into clear business value, helping customers understand why certain AI tools matter more than others.
• Align executive, operational, and technical stakeholders around a shared AI roadmap and success criteria.
• Implementation Partnership & Optimization
• Provide consultative oversight throughout discovery, design, testing, UAT, and go-live.
• Review customer interaction data to validate AI performance and identify optimization opportunities.
• Collaborate with internal teams to manage risks, dependencies, and design trade-offs.
• Help customers measure success using KPIs such as containment, deflection, CSAT, FCR, and agent productivity.

Qualifications

• Required
• 5+ years of experience in customer experience, contact center operations, business analysis, AI/automation, or professional services consulting.
• Proven ability to operate as a technical business analyst in customer-facing environments.
• Engineering mindset with the ability to understand systems, workflows, and technical trade-offs.
• Strong customer-facing communication skills comparable to a sales or solutions consulting role.
• Demonstrated ability to extract critical insights from ambiguous or incomplete customer information.
• Experience analyzing contact center data, interaction volumes, and operational workflows.
• Ability to prioritize and align AI capabilities to real customer needs and business outcomes.
• Familiarity with CX metrics such as containment, CSAT, FCR, AHT, and digital deflection.
• Preferred
• Experience with CCaaS platforms, Virtual Agents, or AI-assisted agent tools.
• Knowledge of conversational UX, prompt engineering, or knowledge management strategy.
• High-level understanding of APIs, integrations, and data flows.
• Experience supporting phased or iterative platform implementations.

Pay range and compensation package

NO Subvendors or C2C

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.