About this role
Lead AI and CX transformation initiatives across global contact center operations, partnering with CX strategy and AI product teams to design AI-driven CX strategies, prototypes, and business cases. Act as a strategic bridge between business goals and AI capabilities, advising on pilot programs, defining AI agent-assist tools and success metrics, and translating architecture visions into deployment plans.
Skills for this role
Conversational AILLMsAI AgentsGenAIAutonomous AI agentsAI agent-assist toolsCCaaSZendeskAmazon ConnectTwilioIntercomNiCEUX featuresProduct strategySolutions architectureStrategic prototypingBusiness case developmentROI quantificationExecutive communicationAnalytical skillsContact center operations