AI CX Strategy & Discovery Architect

Technical Source; United States; Hybrid; USD 90.000 - 135.000; Vollzeit

Zusammenfassung

Technical Source is seeking an AI Customer Experience Advisor to bridge business analysis, engineering, and sales in a hybrid client-facing role. You will uncover current-state contact center operations, translate insights into AI-enabled CX strategies, and guide phased implementations across processes, data readiness, and tool integration.

You will partner with engineering and delivery teams to map customer needs to AI capabilities, drive measurable improvements, and help customers achieve

Qualifikationen

• 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.
• Strong communication skills and ability to translate complex needs into actionable AI solutions.

Aufgaben

• Investigate current-state contact center operations and identify improvement opportunities.
• Lead discovery sessions to understand workflows, volume drivers, and agent utilization.
• Map customer needs to AI capabilities and prioritize what to automate or augment.
• Collaborate with engineering to design phased AI-enabled solution deployments.
• Validate designs against goals for containment, escalation, and CSAT.
• Engage customers with clarity and credibility to build trust at all levels.

Kenntnisse

Customer experience

Contact center operations

Business analysis

AI/automation

Sales/solutions consulting

Tools

CCaaS platforms

Virtual Agents

AI-assisted agent tools

APIs

Jobbeschreibung

Technical Source is seeking an AI Customer Experience Advisor to bridge business analysis, engineering, and sales in a hybrid client-facing role. You will uncover current-state contact center operations, translate insights into AI-enabled CX strategies, and guide phased implementations across processes, data readiness, and tool integration.

You will partner with engineering and delivery teams to map customer needs to AI capabilities, drive measurable improvements, and help customers achieve