As the Advisory Lead for Contact Center Modernization & Gen AI Integration, you will drive the transformation of contact center ecosystems through advanced technologies and AI-driven solutions. This role focuses on enhancing customer experiences, optimizing operations, and modernizing technology stacks. You will collaborate with key stakeholders, delivering solutions that are scalable, innovative, and aligned with industry standards.
Key Responsibilities: • Lead the modernization of contact center platforms, including the integration of Gen AI technologies (e.g., NLP, predictive analytics). • Provide expert guidance on transforming customer service operations through AI, workforce management (WFM), and quality assurance (QA). • Design and implement omnichannel solutions, including CCaaS, CRM systems, and social media engagement tools. • Collaborate with cross-functional teams to align technology solutions with business objectives. • Stay at the forefront of Gen AI advancements and provide thought leadership through publications and speaking engagements.
Strategic Leadership: • Advise on modernizing contact center technology and operations, with a focus on AI and cloud solutions (Genesys, Twilio, Salesforce). • Influence executives on adopting cutting-edge technologies and aligning them with long-term customer service strategies. • Develop and implement strategic roadmaps to transform contact center technology stacks, integrating omnichannel platforms, cloud-based contact center systems
(CCaaS), CRM integrations (Salesforce, Zendesk, etc.), and social media customer engagement tools.
Technology Integration: • Oversee the end-to-end integration of WFM, QA platforms, and AI-driven tools to optimize customer interactions. • Implement AI-powered self-service, conversational AI, and predictive analytics for personalized customer experiences.
Client & Stakeholder Management: • Build and maintain strong client relationships, offering tailored solutions across industries (BPO, healthcare, finance, retail). • Partner with business development teams to expand opportunities in modernization and AI-powered solutions.
Innovation & Continuous Improvement: • Drive innovation in AI solutions, including real-time sentiment analysis and agent assist tools. • Apply Six Sigma, Lean, and other process improvement techniques to enhance operational efficiency. • Monitor KPIs (CSAT, NPS, FCR) to ensure continuous improvement. • Stay at the forefront of emerging Gen AI trends and automation technologies to continually influence the evolution of the company's solution offerings. • Engage in thought leadership through speaking at industry events, developing white papers, blogs, and webinars on the future of AI in customer service and operational efficiency.
Key Qualifications: • Bachelor's degree in business, IT, Engineering, or related field (MBA preferred). • 10+ years of experience in contact center modernization, AI, and automation. • Extensive experience in technology stacks relevant to contact centers, including CCaaS platforms (e.g., Genesys, Twilio, Five9), CRM systems (Salesforce, Microsoft Dynamics), IVR/IVA platforms (Amazon Connect, Google Dialogflow), and WFM/QA solutions (NICE, Verint, Calabrio). • Experience working across diverse industries (BPO, Media, Telecome, retail) to deliver AI-enabled contact center transformations. • Proven leadership in large-scale technology transformations. • Strong analytical and strategic thinking, with a data-driven mindset.
Core Competencies: • Customer-centric mindset with a focus on enhancing customer satisfaction. • Deep technical knowledge of contact center technologies and AI solutions. • Leadership and influence with senior stakeholders. • Innovative and forward-thinking, with strong communication and interpersonal skills.
Preferred Qualifications:
Certifications in contact center platforms or Gen AI technologies.