AI-Driven Customer Solutions Architect - Contact Centers

International Business Machines Corporation

Atlanta (GA)

Hybrid

USD 180,000 - 260,000

Full time

3 days ago

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Job summary

IBM Consulting in the United States seeks an Associate Partner in Customer Transformation to lead modern contact center programs, blending technology with business strategy. You will shape end-to-end architectures, guide enterprise clients through AI-enabled customer service transformations, and collaborate with executives to drive measurable outcomes across multi-channel environments.

You will work with Genesys Cloud, Amazon Connect, NICE CXone and other CCaaS platforms, translating complex

Qualifications

Deep experience in enterprise contact center transformation and solution architecture spanning voice, digital and omnichannel environments.
Strong knowledge of telephony, IVR, routing, and cloud migration for contact centers.
Experience with CCaaS platforms like Genesys Cloud, Amazon Connect, NICE CXone, Five9 or comparable technologies.

Responsibilities

Architect end-to-end contact center solutions across CCaaS, CRM, digital channels, and AI.
Lead modernization of voice and contact center environments with telephony and cloud migration.
Design AI-enabled customer service solutions using conversational and agentic AI.
Evaluate technologies against client requirements and transformation objectives.
Define target-state architectures and pragmatic roadmaps for modernization.