AI-Driven Customer Transformation Architect

International Business Machines Corporation; San Jose (CA); Hybrid; USD 180,000 - 260,000; Full time

Job summary

IBM Corporation’s Consulting division seeks an Associate Partner for Customer Transformation to lead modern contact center architectures and AI-enabled CX engagements. You will define end-to-end solutions across CCaaS, telephony, CRM, and digital channels, guiding modernization and orchestration across large enterprises.

You will shape differentiated delivery approaches, translate complex business needs into actionable designs, and lead multidisciplinary teams to deliver measurable outcomes.

Qualifications

• Deep experience in enterprise contact center transformation and solution architecture across voice, digital and omnichannel.
• Strong knowledge of telephony and contact center infra including IVR, routing, SIP, carrier connectivity and cloud migration.
• Experience with CCaaS platforms like Genesys Cloud, Amazon Connect, NICE CXone or Five9.
• Strong understanding of CRM, WFM/WEM, knowledge management, data, APIs/integration and enterprise systems.

Responsibilities

• Architect end-to-end contact center solutions spanning CCaaS, telephony, CRM, digital channels and AI.
• Lead modernization of complex voice and contact center environments with modern cloud architectures.
• Design AI-enabled customer service solutions using conversational, generative and agentic AI.
• Navigate the CCaaS ecosystem and evaluate technologies based on client requirements and transformation objectives.
• Define target-state architectures and transformation roadmaps translating business needs into practical designs.
• Shape client solutions and proposals, and partner with account teams to win transformation engagements.
• Bridge architecture and delivery across executives, engineers and partners to move from design to implementation.
• Lead multidisciplinary teams to grow client relationships and firm capabilities in contact center and AI transformation.

Skills

Enterprise contact center

Telephony infra

CCaaS platforms

CRM & Data stack

AI in contact centers

Architecture design

Consulting skills

Sales & leadership

Tools

Genesys Cloud

Amazon Connect

NICE CXone

Five9

Job description

IBM Corporation’s Consulting division seeks an Associate Partner for Customer Transformation to lead modern contact center architectures and AI-enabled CX engagements. You will define end-to-end solutions across CCaaS, telephony, CRM, and digital channels, guiding modernization and orchestration across large enterprises.

You will shape differentiated delivery approaches, translate complex business needs into actionable designs, and lead multidisciplinary teams to deliver measurable outcomes.