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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in AI strategy development, customer experience transformation, and contact center operations, with a strong focus on delivering measurable business value through AI initiatives and stakeholder engagement.
Highest-signal resume keywords
AI Strategy DevelopmentContact Center OperationsConversational AI InitiativesExecutive CommunicationStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AI Roadmap DevelopmentBusiness Case DevelopmentImplementation RoadmapsOperating ModelsAI Use Case DefinitionGenerative AIIntelligent AutomationLarge Language ModelsAnalyticsAutomation
Soft Skills
Influencing SkillsCollaborationLeadership
Tools & Technologies
CCaaS SolutionsAI TechnologiesVirtual AgentsAgent Copilots
Certifications & Qualifications
Advanced DegreeRelevant Certifications
Industry Keywords
Customer ExperienceWorkforce OptimizationOperational PerformanceGovernanceResponsible AI Practices
About the role
Key responsibilities & impact- Serve as a trusted advisor to customer experience, contact center, and technology leaders on AI strategy and adoption
- Assess client environments and identify AI-driven improvement opportunities across customer service, agent experience, workforce optimization, and operational performance
- Develop AI roadmaps, business cases, and value realization frameworks aligned with client objectives and measurable outcomes
- Lead executive workshops, demonstrations, and strategy sessions translating emerging AI capabilities into practical business applications
- Guide the definition of AI use cases involving virtual agents, agent copilots, analytics, automation, and agentic AI solutions
- Partner with clients, platform vendors, and internal delivery teams to ensure successful execution of AI initiatives and strategic alignment
- Perform other duties reasonably required in alignment with the role's purpose
Requirements
What you’ll need- 10+ years of experience in contact center operations, consulting, customer experience transformation, or CCaaS solution leadership
- At least 3 years leading AI, automation, or conversational AI initiatives
- Strong executive communication and stakeholder management skills
- Ability to influence senior business and technology leaders
- Experience developing AI strategies, business cases, operating models, and implementation roadmaps that deliver measurable business value
- Knowledge of contact center platforms and AI technologies, including CCaaS solutions, generative AI, conversational AI, and intelligent automation
- Understanding of large language models, retrieval-augmented generation (RAG), AI agents, governance, and responsible AI practices
- Ability to evaluate technology options objectively and provide vendor-neutral recommendations aligned with client goals
- Bachelor's degree in Business, Technology, Engineering, or a related field
- Advanced degree or relevant certifications are preferred
Benefits
Comp & perks- Work From Anywhere Culture: flexibility that comes with remote work
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Collaboration on impactful projects for top global clients
- Inclusive and supportive work environment
- Open communication
- Regular team-building company social events
- Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality
- Equal opportunity employment