AI Contact Center Consultant

About the role

We are seeking a Consultant, Contact Center AI to support the design and delivery of AI-enabled customer service experiences. The role sits at the intersection of business analysis, conversational design, customer experience, and AI delivery. The Consultant will work directly with client business and operations teams to understand service needs, translate them into clear requirements, and design conversational experiences that can be implemented across voice, chat, agent assist, and emerging agentic AI solutions.

Responsibilities

• Lead requirements gathering through stakeholder interviews, workshops, process reviews, interaction analysis, and operational data.
• Translate business needs into clear functional requirements, user stories, acceptance criteria, process flows, and AI capability requirements.
• Map customer intents, journeys, service processes, business rules, and escalation paths.
• Design conversational experiences across voice and digital channels, including intents, dialogue flows, prompts, responses, clarification patterns, handoffs, and exception handling.
• Help determine where AI should automate a customer need, assist an employee, initiate a workflow, or escalate to a human.
• Analyze conversations and contact center data to identify customer needs, friction points, automation opportunities, and experience improvements.
• Work with product managers, architects, developers, AI specialists, and client SMEs to translate designs into working solutions.
• Support testing and evaluation of conversational and generative AI experiences, including scenario development, expected outcomes, UAT, and response quality reviews.
• Document business processes, customer journeys, functional designs, and decisions throughout delivery.
• Support client workshops, demonstrations, recommendations, and executive-ready deliverables.

Required Qualifications

• 3–5+ years of experience in consulting, business analysis, customer experience, contact centers, conversational AI, digital transformation, or related fields.
• Strong business analysis and requirements development skills.
• Experience designing customer journeys, workflows, conversational experiences, or digital service interactions.
• Understanding of contact center operations and common service processes.
• Ability to translate between business stakeholders and technical delivery teams.
• Strong structured thinking, writing, facilitation, and communication skills.
• Familiarity with conversational AI, generative AI, agent assist, virtual agents, or related AI-enabled service capabilities.
• Experience working in agile delivery environments using user stories, acceptance criteria, backlog management, and iterative testing.

Preferred Qualifications

• Experience with platforms such as Genesys, NICE, Amazon Connect, Kore.ai, Google CCAI, Salesforce, Microsoft Dynamics, or similar customer service technologies.
• Experience with intent taxonomy development, conversation mining, prompt design, knowledge management, or AI evaluation.
• Familiarity with contact center metrics such as containment, FCR, AHT, transfer rate, CSAT, and cost to serve.
• Experience working with customer service or contact center transformation programs.

Pay

The base compensation range for this role in the posted location is $72,000 - $136,000. The actual compensation offered may fall outside of this range and will be determined based on factors including geographic location, education and qualifications, certifications and licenses, relevant experience and skills, seniority and performance, market and business considerations, and internal pay equity. In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation of 12-25 days depending on grade, company paid holidays, personal days, and sick leave.
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada).
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada).
• Life and disability insurance.
• Employee assistance programs.
• Other benefits as provided by local policy and eligibility.