Serve as a trusted advisor to clients, providing expert guidance on contact center operations, CX strategies, and AI enablement.
Work with consulting teams to design and operationalize solutions that prioritize both the customer and employee experience (EX), ensuring that people, process and technology transformations are rooted in empathy and human-centric design.
Organize and facilitate working sessions and workshops with key stakeholders to define strategy and elicit business requirements.
Synthesize learnings from engagements into complete deliverable packages for the client, including current state assessments, gap analyses, roadmaps, and business cases.
Author and deliver professional, effective presentations to client stakeholders, ensuring complex strategies are communicated clearly to executive leadership.
Apply data to business case development to demonstrate how AI and digital solutions can deepen customer relationships and increase sales.
Participate in the design and continuous improvement of standard consulting methods, frameworks, and artifacts.
Actively participate in personal growth and professional development activities.

Experience: Minimum of 5–7 years of experience, preferably in contact center operational leadership.
Technical Fluency (Preferred Plus): Familiarity with CX Cloud Hyperscalers (Amazon, Microsoft, Google), AI solutions, Genesys, and CRM platforms such as Salesforce and ServiceNow.
Education: Bachelor's Degree required.
Agility & Facilitation: Must be comfortable "thinking on your feet" and facilitating one-on-one and small collaborative working sessions.
Communication & Executive Presence: Exceptional communication skills, both verbal and written, with a proven ability to express complex topics and present to leadership by connecting the dots between business and technical perspectives.
Strategic Acumen: Proven experience providing high-level strategic advisory and developing robust business cases for enterprise initiatives.
Proven ability to thrive in a remote, team-oriented, high-demand, and fast-paced environment.

CX Management Consultant

Key skills