Hybrid CX Strategy & AI Transformation Lead

TELUS Digital; Boston (MA); Hybrid; USD 100,000 - 140,000; Full time

Job summary

A global digital consultancy is seeking an Associate Principal, CX Application Strategy, to spearhead digital/AI transformation within contact centers. This strategic role involves defining front-end applications, collaborating with product teams, and quantifying the business value of tech solutions. Candidates should have 3+ years of experience in management consulting, strong strategic skills, and knowledge of contact center technologies like ZenDesk and Amazon Connect. This position is hybrid with options to work from multiple locations.

Qualifications

• 3+ years of experience in management consulting or technology strategy.
• Proficient in CRM systems and analytics platforms for contact centers.
• Strong ability to quantify the business value of tech/AI solutions.

Responsibilities

• Assist clients in defining application and UX features for Digital CX.
• Collaborate with teams to develop maturity frameworks for tech/AI.
• Test tech/AI maturity frameworks across selected industries.
• Identify tech/AI opportunities to improve customer experience.
• Deploy tech/AI solutions at prioritized contact center clients.
• Contribute to CX Product roadmap and strategy engagements.
• Articulate tech/AI architecture vision for effective deployment.
• Educate organization on tech/AI trends in contact centers.

Skills

Management consulting experience

Tech/AI stack proficiency

Strategic and analytical skills

Excellent communication skills

Intellectual curiosity

Tools

ZenDesk

Amazon Connect

Twilio

Intercom

NiCE

Job description

A global digital consultancy is seeking an Associate Principal, CX Application Strategy, to spearhead digital/AI transformation within contact centers. This strategic role involves defining front-end applications, collaborating with product teams, and quantifying the business value of tech solutions. Candidates should have 3+ years of experience in management consulting, strong strategic skills, and knowledge of contact center technologies like ZenDesk and Amazon Connect. This position is hybrid with options to work from multiple locations.