AI Contact Center Solution Consultant

NTT DATA, Inc.; Canada; Remote; CAD 90,000 - 130,000; Full time

Job summary

A leading tech service company seeks a Strategic AI Contact Center Solution Consultant to lead engagements focused on integrating AI into contact center operations. The role involves analyzing client needs and crafting solutions that balance business objectives with technology. Candidates should have over five years of experience in solution consulting or presales, deep operational expertise in contact centers, and a strong consultative approach to sales. The position is remote within Canada and requires the ability to manage executive stakeholders effectively.

Qualifications

• 5+ years of experience in Solution Consulting, Presales Engineering, or Contact Center Strategy.
• Deep understanding of Contact Center metrics (AHT, CSAT, NPS) and technologies (CCaaS, WFM, QM).
• Proven ability to lead workshops and manage executive stakeholders.
• Ability to explain AI concepts to non-technical stakeholders.

Responsibilities

• Lead high-impact discovery workshops with executives.
• Conduct assessments of current contact center maturity.
• Translate business goals into concrete AI use cases.
• Develop clear SOWs, business cases, and technical approaches.
• Handover to Delivery/Engineering and govern milestone reviews.

Skills

Solution Consulting

Presales Engineering

Contact Center Strategy

Management of Executive Stakeholders

Building ROI Calculators

Financial Acumen

Explaining Technical Concepts

Tools

Genesys

Salesforce

Five9

Amazon Connect

Job description

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

POSITION OVERVIEW

The Strategic AI Contact Center Solution Consultant is the primary architect of value for prospective and existing clients. You bridge the gap between business goals, contact center operations, and AI technology. Your mandate is to lead the “front-end” of the engagement: analyzing client infrastructure, identifying high-impact automation opportunities, and crafting the strategic roadmap that convinces stakeholders to move forward.

You will focus heavily on shaping the solution—defining what we build and why it matters—before handing off the blueprint to our Engineering and Delivery PODs for execution. You ensure that the SOWs, business cases, and technical approaches are robust, feasible, and commercially viable.

• Job Title: Strategic Solution Consultant (AI BPS/Contact Centers)
• Hours of Work: EST Business Hours
• Location: Remote, Canada

KEY RESPONSIBILITIES

1. Client Discovery & Strategic Advisory

• Lead high-impact discovery workshops with C-level executives, Contact Center VPs, and IT leaders to uncover operational inefficiencies.
• Conduct deep-dive assessments of current contact center maturity (IVR analysis, call listening, intent mining) to identify readiness for AI transformation.
• Act as the trusted advisor on industry trends, guiding clients away from “AI hype” and toward practical, high-value applications of LLMs and Voice Agents.
• Map current-state vs. future-state customer journeys, highlighting friction points that AI agents can resolve.

2. Business Case & Value Engineering

• Translate abstract business goals (e.g., “reduce costs,” “improve CSAT”) into concrete, prioritized AI use cases with calculated ROI.
• Develop comprehensive value hypotheses and financial models, defining specific success metrics (Containment Rate, AHT Reduction, Deflection, FCR).
• Construct persuasive business narratives that justify the investment to client finance and procurement teams.
• Categorize opportunities into a roadmap of Foundation (Quick Wins), Scale (Expansion), and Optimize (Refinement) phases.
• Partner with Technical Architects to design the conceptual “End-to-End” solution, ensuring the proposed AI agents fit within the client’s existing CCaaS and CRM ecosystem (e.g., Genesys, Five9, Salesforce).
• Define the “Art of the Possible”: Design high-level conversational flows, escalation strategies, and human-in-the-loop fail-safes.
• Determine the integration requirements and data accessibility needed to support the proposed use cases.
• Validate solution feasibility against operational constraints, compliance needs (PII/PCI), and technical limitations before the deal is signed.

4. Commercial Enablement & SOW Development

• Lead the technical and functional scoping for Statements of Work (SOWs), ensuring clear definition of scope, assumptions, and deliverables to protect delivery margins.
• Drive the “Solutioning” portion of RFI/RFP responses and client pitch decks.
• Position and sell the POD-based delivery model, explaining the value of concurrent Discovery, Engineering, and QA workstreams to the client.
• Defend the solution against client objections by leveraging benchmarks, case studies, and deep operational insights.

5. Strategic Handover & Governance (The “Bridge”)

• Ensure a seamless transfer of the “Vision” to the Delivery/Engineering teams, ensuring the intent of the SOW is understood.
• Participate in critical milestone reviews (e.g., UAT sign-off) to ensure the delivered solution matches the original business case and value promise.
• Maintain a high-level relationship with the client sponsor to identify opportunities for “Phase 2” expansion and ongoing optimization.

REQUIRED QUALIFICATIONS

• 5+ years of experience in Solution Consulting, Presales Engineering, or Contact Center Strategy.
• Operational Expertise: Deep understanding of Contact Center metrics (AHT, CSAT, NPS) and technologies (CCaaS, WFM, QM).
• Consultative Seller: Proven ability to lead workshops, manage executive stakeholders, and “close” the technical win.
• Value Architect: Strong financial acumen; ability to build ROI calculators and business cases in Excel/Slides.
• Tech-Savvy: Ability to explain LLMs, NLU, APIs, and SIP telephony concepts to non-technical audiences without getting lost in the code.

PREFERRED QUALIFICATIONS

• Experience with leading CCaaS platforms (Five9, Genesys, NICE, Amazon Connect, etc.).
• Familiarity with LLM-based AI agents, knowledge retrieval, and AI quality management concepts.
• Experience in managed services or ongoing optimization engagements.
• Background in high-volume service environments (telco, broadband, utilities, financial services).

KEY SUCCESS METRICS

• Quality and clarity of AI agent use cases and value articulation.
• Client confidence in solution approach and delivery model.
• Adoption and performance of AI agents against agreed KPIs.
• Contribution to successful SOWs and expansion of AI contact center engagements.

Please note this role requires the ability to meet eligibility of Canada's Protected B Clearance (Levels of security - Canada.ca)

This job posting is for an active vacancy. Applications are pre-screened using artificial intelligence technology and reviewed by NTT DATA recruiters.