Customer Transformation & AI Solutions Architect

International Business Machines Corporation; Paramus (NJ); Hybrid; USD 180,000 - 240,000; Full time

Job summary

IBM Consulting in the United States seeks an Associate Partner in Customer Transformation to lead end-to-end contact center transformations, blending deep technology with consulting and client leadership. You will shape architectures and pursue transformative engagements across leading CCaaS platforms, CRM ecosystems, and AI tooling.

You will guide clients through modernizing telephony, IVR, and workforce engagement while aligning technology decisions with business outcomes, driving measurable

Qualifications

• Deep experience in enterprise contact center transformation and solution architecture.
• Strong consulting and structured problem-solving skills, with ability to shape tailored solutions.
• Ability to translate complex business requirements into target-state architectures and practical roadmaps.

Responsibilities

• Architect Modern Contact Center Solutions: Define end-to-end architectures spanning CCaaS, telephony, CRM, digital channels, conversational AI, workforce engagement, knowledge, data, integrations, and workflow orchestration.
• Lead Telephony & CCaaS Modernization: Guide clients through modernization of complex voice and contact center environments, with knowledge of telephony, IVR, routing, SIP, carrier connectivity, cloud communications, recording, resiliency, and migration to cloud architectures.
• Design AI-Enabled Customer Service Solutions: Architect solutions incorporating conversational AI, generative AI, and agentic AI across virtual agents, agent assist, intelligent routing, knowledge, quality management, workflow automation, and autonomous customer service experiences.
• Navigate the Contact Center Technology Ecosystem: Knowledge of CCaaS, CRM, conversational AI, and emerging AI technologies such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, Salesforce, Microsoft, Google, and others.
• Define Target-State Architecture & Transformation Roadmaps: Assess current estates, identify modernization opportunities, translate business needs into target-state designs, migration approaches, and pragmatic roadmaps.
• Shape Client Solutions & Pursuits: Structure ambiguous problems, develop tailored solutions, and translate complex concepts into executive recommendations and proposals; partner with account teams to shape and sell engagements.
• Bridge Architecture and Delivery: Collaborate across executives, enterprise architects, engineers, product teams, AI specialists, and partners to move from design to implementation.
• Lead and Grow Client Relationships: Serve as trusted advisor to technology and customer service executives, lead multidisciplinary teams, identify opportunities, and expand capabilities in contact center and AI transformation.

Skills

CCaaS platforms

Conversational AI

Agentic AI

Architecture design

Client leadership

Tools

Genesys Cloud

Amazon Connect

NICE CXone

Five9

Salesforce

Job description

IBM Consulting in the United States seeks an Associate Partner in Customer Transformation to lead end-to-end contact center transformations, blending deep technology with consulting and client leadership. You will shape architectures and pursue transformative engagements across leading CCaaS platforms, CRM ecosystems, and AI tooling.

You will guide clients through modernizing telephony, IVR, and workforce engagement while aligning technology decisions with business outcomes, driving measurable