Sr. Conversational AI Consultant

About the role

The Sr. Conversational AI Consultant serves as a strategic advisor and lead consultant for customers leveraging AI-powered customer experience and operational solutions. This role partners closely with customer stakeholders, executive leaders, and internal cross-functional teams to drive successful solution adoption, optimize business processes, and deliver measurable business outcomes through strategic consulting, analytics, and technical expertise.

Responsibilities

• Serve as the lead consultant and primary strategic advisor for customers utilizing AI-powered solutions, providing guidance throughout the customer lifecycle.
• Lead the consulting workstream for customer engagements, driving solution adoption, optimization, and business transformation initiatives.
• Partner with customer stakeholders to understand business objectives, operational challenges, and success criteria, recommending solutions that deliver measurable business outcomes.
• Establish trusted advisor relationships with business leaders, operational stakeholders, and executive sponsors.
• Facilitate discovery sessions, workshops, business reviews, and stakeholder discussions to align priorities, define success measures, and drive customer success.
• Develop strategic success plans in collaboration with Program Managers, focusing on measurable business outcomes, adoption goals, and value realization.
• Identify opportunities to increase solution utilization, improve operational effectiveness, and expand customer value.
• Lead the implementation, configuration, testing, validation, and optimization of AI-powered capabilities.
• Assess customer processes, workflows, and operational practices to identify opportunities for automation, efficiency gains, quality improvement, and enhanced customer outcomes.
• Analyze operational, customer experience, and solution performance data to identify trends, risks, opportunities, and strategic recommendations.
• Develop and deliver executive-level reports, dashboards, presentations, business reviews, and value realization assessments that communicate business impact.
• Lead the investigation and resolution of complex business and technical issues through root cause analysis, risk assessment, and strategic problem-solving.
• Drive customer success through recommendations that increase adoption, utilization, and business value.

Requirements

• Bachelor's degree in Business, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and practical experience.
• Minimum of 7 years of experience in customer-facing consulting, solution consulting, professional services, technical consulting, application consulting, or related advisory roles.
• Demonstrated experience leading complex customer engagements and delivering successful business outcomes.
• Strong understanding of AI-powered technologies, including prompt-based AI, classifier-based AI, conversational AI, and related automation technologies.
• Proven ability to act as a trusted advisor and influence stakeholders across multiple levels of an organization.
• Strong analytical, problem-solving, and troubleshooting skills.
• Experience developing executive presentations, business reviews, reports, dashboards, and actionable business insights.
• Excellent verbal and written communication skills.
• Strong presentation, workshop facilitation, and stakeholder management skills.

Preferred Requirements

• Experience supporting contact center operations or customer experience environments.
• Experience with Workforce Management (WFM) solutions, preferably Calabrio or Verint Solution.

Benefits

2025 Benefits Offering