Associate Principal, CX Application Strategy

Responsibilities

• Bridge Strategy & Technology: Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent-assist tools, and the success metrics for modern deployments.
• Strategic Prototyping: Move clients beyond theoretical frameworks by designing AI-driven CX strategies and advising on pilot programs and implementation readiness.
• Build Business Cases: Partner with Product, CCaaS, and Data & AI teams to design high-level architecture visions and build functional, strategic business cases for both modern AI tools and foundational contact center tech.
• Drive Value: Identify, quantify, and prioritize tech/AI opportunities to radically enhance the customer experience, improve operational agility, and drive ROI.
• Shape the Roadmap: Provide continuous, hands-on input into the CX Product roadmap, feeding new, cutting-edge product features back into CX strategy engagements.
• Enable the Organization: Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross-functional teams to keep go-to-market and sales collateral relevant.
• Champion Innovation: Stay relentlessly up-to-date on emerging tech/AI trends in the contact center space (e.g., autonomous AI agents, LLM advancements), inspiring clients and internal teams with the "art of the possible."

Qualifications

• Experience: 5-10 years of experience in management consulting, digital/product strategy, or a pre-sales/solutions engineering role, ideally within a high-growth tech or AI-forward environment.
• Tech Stack Fluency: Proficient in modern contact center ecosystems as an operator and/or implementation lead. Experience with foundational CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) is preferred, coupled with a strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations.
• The "Builder" Mindset: You thrive in ambiguity, move with velocity, and possess the agility to translate highly technical AI concepts into clear, actionable business strategies for non-technical stakeholders.
• Analytical Rigor: Strong strategic and analytical skills, with a proven ability to quantify the business value and ROI of tech/AI solutions.
• Executive Communication: Excellent verbal and written communication skills; you can effortlessly pivot from a technical architecture discussion to an executive board presentation.
• Curiosity: Deep intellectual curiosity and a genuine passion for the 'latest and greatest' improvements in digital CX and AI.